Call Centres: defined by the Sticky-Marketing.com monthly magazine |
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Call Centres are locations where intensive telephone interaction can take place with many callers. Usually many lines are routed into numerous telephone operators who working
with headsets and computers and can as a group carry out many thousands of telephone conversations each day.
Often when one calls a significant consumer oriented company you will in fact be speaking to a representative for that company in a call centre. The representative may well not be an employee of
the company rather an employee of the call centre company who is representing the client company according to agreed customer service rules. This is the reason for many folk's exasperation that they
cannot get the full name of the person they are speaking to and cannot speak to the same person again on a later occasion.
Sometimes accused of creating the dark satanic mills for todays generations of workers, the call centre industry has seen significant growth and internationalism in recent times with the
likelyhood that you will be called by someone from an overseas call centre increasing all the time as international telephone rates, local wage bills and language skills shape the market.
See also telemarketing, direct marketing
14/08/2001 Use your browser back button or
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