Hi Zomahoun,
You have two options:
1. Go for some pre-built solution available in the market if it meets your need. You need to buy it of course unless you find some free ones.
2. Develop a custom solution. You could possibly utilize the Phone Call and Case Entity in CRM for capturing phone calls and incidents reported by customers over calls. Additionally, for the solution in Dynamics CRM to be fully functional, you might need
to go for CTI integration or integration with Skype (whichever suits your case). The call centre module required gathering what your requirements are and then going forward with the development.