When a company wants to take care of its customer relations, it generally uses the services of an affiliated call centre or an outsourced call centre. However, in both cases, the same services can be found, such as telesales, call reception and call transmission. Besides these two main trends, there is a third option, which […]

Our research indicates that consumers reach their breaking point when a contact centre calls too many times. Consumer frustration can also occur when the contact centre responds to a service call or medical appointment and struggles to resolve the problem or make an appointment quickly and efficiently. This lack of operator training can lead to

By definition, a call centre is a set of telephone workstations (computers) and teleoperators (agents) for telemarketing purposes. From the outset, a call centre works on inbound and/or outbound calls. The activities of our call centre can be divided into four main categories which are: telemarketing, outbound calls, inbound calls, and digitisation. These four categories