Two types of in-bound call centres (02 May 2005)
Call centres are often classified as either in-bound centres that receive calls (to provide customer service or support) or out-bound centres that make calls (as part of a sales process).
Looking more closely at in-bound call centres, they can be broken down into those that deal with either: queries or transactions (or both). This briefing will explore the differences between these two types of in-bound call centres, and the impact on the type of knowledge and resources required by call centre staff.
Article URL: http://www.steptwo.com.au/papers/cmb_twocallcentres/index.html
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