| NOTAS: | "This report focuses on the business benefits of implementing a call centre. It takes a step by step look at the processes involved in setting up a call centre and the implications they have for all parts of the organisation. It demonstrates how call centres have been applied in practice with case studies drawn form the telecommunications, utility and financial sectors. A wide range of services is discussed, including inbound and mixed applications. It looks at the key components, both technical and human, including the effect of recent developments such the increase in the use of the Internet. "How to set up a call centre" also profiles some of the major suppliers of equipment and solutions to the call centre market. It looks at the varying characteristics of the worldwide call centre market and concludes with a prognosis on future developments." |
