A call centre is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.
A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.
The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.
A contact centre can be defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization. Contact centres, along with call centres and communication centres all fall under a larger umbrella labelled as the contact centre management industry. This is becoming a rapidly growing recruitment sector in itself, as the capabilities of contact centres expand and thus require ever more complex systems and highly skilled operational and management staff.
The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).
We recognise that the true value for your Call or Contact Centre is delivering a solution which improves business processes and unifies all your organisations departments and resources into a seamless cohesive unit.
We understand the key issues Call and Contact Centres are experiencing right now: staff attrition rates, recruitment of quality agents, increased absence and sickness days to name but a few.
Our Call & Contact Centre Team conducts a world class orchestra of manufacturers and service partners which enables us to provide you with the most efficient and best infrastructure for your organisation, taking into account not just business telecoms and measurement software applications but just as importantly, your most valuable and costly asset, YOUR PEOPLE.
Any company can sell you a telecoms system... Will they increase YOUR company’s productivity, efficiency, profits and staff morale?
Our clients want business communication solutions. That’s what our Call & Contact Centre Team delivers, now it’s your call...