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About the Industry
A Customer Contact Centre is a physical location using telephony and
computer technology to facilitate communication between the provider of
products and/ or services with the potential, current or former consumer of
such products or services.
The customer
contact industry is about communication. People talking to people.
A Customer
Contact industry combines telecommunications, information systems, and
customer service skills to help companies remain in close contact with
present and potential customers. This objective can be accomplished
in-house or through a service bureau.
Large
companies, such as financial institutions, often have their own "in-house"
Customer Contact Centres. Other organizations hire outside service
companies to operate their Customer Contact Centres for them. Customer
Contact Centres service any of the four primary business; calling
applications; of marketing, prospecting, sales and customer service.
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