A call center is a set of human resources,
offices, furnitures and techniques that can
handle the distance relationship between a
brand and its market. These calls can be
qualified "incoming", when received by
customer service representatives from the
center, or conversely, outgoing when issued
Many call centers treat both types of existing
calls, according to statistics there are
approximately 2,700 call centers in France
and more than 28,000 people work there (2009).
However, the internal business centers or
located abroad account for a total of over
500,000 people working in the industry.
In general, it should be noted that since
the beginning of the twenty-first century,
all industries rely on the use of call
centers, primarily for their external
relations but also to optimize their
This is the case of internal centers of
assistance (help desks) that fix problems
remotely, do technical support, sales, sales
support and other activities, representing
about 70% of traffic in call centers. 83% of
companies are highly aware of the benefits of
a strategy for managing customer relationships
and believe that such a strategy can respond
more quickly to requests from customers and
prospects, while reducing the costs (to 69% of
them). Under what circumstances do we usually
use a call center?
As part of a seasonal activity, with peaks of
activity, which need external support.
When a company prefers to focus its financial and
human resources to its main activity, thus,
the overall management of the business to a
specialized service provider.
... Read more ...