What Is A Call And Contact Centre?

A call and contact centre is an important part of the customer service industry. It's the place where customer service, for the most part, happens. Many industries and companies do on site and face to face customer service while the customer is present - but for the most part, a lot of the servicing happens once the customer has gone home, made their purchase online or before the customer even thinks about using a particular company. A call and contact centre is the place a person calls if they've got a problem or a question, or if they'd like to order a product, make a complaint or simply to get more information.

A call centre can be seen as the hub of a business, a place where the customer service actually happens and customers are either delighted or let down. There are lots of cubicles that are manned by employees and when the phone rings, it is answered in a professional and courteous manner. Usually, customer service representatives are trained to answer questions and assist in whatever way they can. However, managers are available, so if a problem cannot be solved on the call floor, they can be transferred. In a good centre with proper training facilities individuals will be trained in the correct methods of handling customers and dealing with routine and difficult situations. These centres are often the place where a company either gains customers or loses them based on the stories that follow an individual's experiences. Therefore, staffing procedures and employee retention are very important.

Call centres are an established part of the customer service industry introduced in the early 80s. However, with the expanding number of centres and handlers, it is important to also have a central source for information and advice for call centres, which is what CCA is.

Once a call centre is established, they rely on standards set by the Standard Framework for Best Practice, which was launched by CCA in November of 2000. This framework helps provide the best customer service by detailing rules and regulations for them. For instance, it discusses the amount of time that a person should spend waiting on hold before they have their questions addressed. It also stipulates what percentage of calls should be answered within a particular time frame - such as 80% within 20 seconds of calling. Most organisations refer to these standards so that they can be sure they are providing the best customer service possible.