BSBCUE307 – Summary Copy

BSBCUE307 – Summary Copy


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A contact centre is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A contact centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made.

A contact centre is often operated through an extensive open workspace for contact centre agents, with work stations that include a computer for each agent, a telephone set / headset connected to a telstra switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and Local Area Networks (LANs). Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).

A contact centre, also known as customer interaction centre, is a central point of any organisation from which all customer contacts are managed. Through contact centres, valuable information about a company are routed to appropriate people, contacts to be tracked, and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging. This is a challenging job in a diverse environment and deserves the additional learning offered.