Call centres deliver a variety of services to customers through the use of the telephones and agents. It may be described as a set of functions or actions that can be carried out in a number of ways using multiple delivery channels. Call centres merge information and telecommunications technology, allowing clients to talk to knowledgeable representatives who have speedy access to information. The call centre automatically directs the incoming client call to an agent and simultaneously presents relevant information about the caller's enquiry on the agent's computer screen.
State-of-the-art technology is involved, but call centres rely on people to act as intermediaries between the information in the databases and the servicing of the client. The three components of a call centre are therefore people, technology and work processes.
Work processes allow the call centre to be managed effectively and include such matters as how an incoming call is dealt with either by being directed straight to an agent, queued or answered and put on hold. Work processes also ensure that requests from clients are dealt with properly, for example, if a brochure is requested, ensuring it is sent out and a follow-up call is made. Technology provides that the level of sophistication that enables the call centre to perform this multitude of functions. (
http://www.ccma.org.za/DisplayNews2.asp?ID=8)
Associations and organisations
South African Contact Centre Community - SACCCOM
the professional body for the Call Centre and BPO industry in South Africa. The vision of SACCCOM is to promote the growth and development of the contact centre, BPO and IT-enabled services sector in South Africa under one unified industry body that will ensure South Africa becomes a preferred location for international investment, and at the same time actively promote the delivery of best practice throughout the industry.
Call centres in South Africa - Cosatu
Presentation by Charley Lewis, 24 Oct 2000.
Call Centres - GEDA
Call centres have become one of the world’s most important job creators, and a critical resource for service oriented industries.