To provide a call center system and a call connection control method of the system for preventing a stalker crime or the like caused by malicious calls by preventing damages due to the malicious calls in a call center for a telephone shopping or the like.

The call center system including an operator terminal for responding to an incoming call and an automatic voice response terminal is provided with: a call connection control means for connecting the incoming call to the operator terminal 20; and a voice recognition means 22 that detects a particular expression included in the voice of the incoming call to produce a particular expression detection signal, and the call connection control means transfers the incoming call from the operator terminal 20 to the automatic voice response terminal 11 in accordance with the particular expression detection signal.