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.

These are some books that we feel may be of assistance to you in completing the Assessment for this unit of competency. Your local library may hold these publications.

  • The Call Center Handbook 5th Edition, Dawson, K, of CPM Books, San Francisco, 2004

  • Call Centers for Dummies 2nd Edition, Bergevin, R, Kinder, A, Siegel, W and Simpson, B, of John Wiley and Sons, Canada, 2010

  • Call Center Operation, Sharp, D of Digital Press, Burlington Mass, 2003

  • Performance Analysis and Optimization of Inbound Call Centers, Stolletz, R of Sprinter-Verlag, Germany, 2003