Contact Center Activities

Most common activities contact centers are involved in are:
  • collect information
  • general inquiries
  • technical support sales
  • sales support 
  • product and service information
  • customer service 
  • customer retention 
  • polls and surveys

Contact Center Vertical Markets

Contact Centers support businesses in most industry sectors:

  • finance (banking, insurance, credit cards, credit checking agencies, loans, debt collection)
  • services (non-physical service offerings to public and business)
  • outsourcing and telemarketing (telemarketing companies and large full-service outsourcers)
  • transport and travel (public transport, airlines, information and booking, travel agents)
  • food and drink (brewers, food suppliers)
  • telecommunication (mobile and fixed line operators, sales and support)
  • medical (health care and pharmaceuticals)
  • manufacturing (often product support and queries)
  • retail and distribution (tele- /e-shopping, parcel carriers, logistics, catalogs)
  • IT (technology sales and service, Internet providers)
  • public services (government, local authorities, agencies, emergency services, education)
  • entertainment and leisure (hotels, ticket booking)
  • utilities (gas, fuel, electricity, water) 
  • motoring (manufacturers, rental, assistance) 
  • printing and publishing (newspaper and magazine ads, subscriptions, etc.) 
  • construction (builders, building suppliers)
The fastest growing global vertical market is the public sector (where eGovernment initiatives continue to grow and the formalization of departmental customer handling leads to the growth in contact centers) followed by health care, retail & distribution, entertainment and transport & travel. These sectors continue to grow driven in part by the necessity to support online interactions.
 

Learn More About: 

The media techniques for lead acquisition

Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”

Read more...
 


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

Read more...
Direct-Inbox