|
Wanna Argument?
Always On Call? The Competitiveness of the UK's Call Centre Industry
What do call centres actually do?
Call centres exist to provide services to business organisations. Typically, a call centre consists of large teams of telephone operators who handle customer service enquiries.
- A call centre may be owned by the business for which the centre is providing a service. For example, the AA may have a call centre that they own, from which they handle all their vehicle breakdown, or car insurance calls.
- It may be a separately owned business. Specialist firms have developed in recent years which offer call centre services to other business customers. For example, a UK high street bank may contract out its home banking service to a contact centre which the bank does not own.
- The call centre may equally be located overseas, with UK-based firms using an offshore company to operate its customer enquiries service from a remote location. For instance, rail enquiries could be based in call centres in India, dealing with requests for information on UK train services.
Back to the Argument
|
