Generally, the main functions of call centers are telemarketing or marketing, information and client support services that give assistance in the resolution of technical problems. From the Collective Agreement for Service Providers of France, call centers are made up of agents who are organized by type of services and grouped in teams at centralized offices. Additionally, call centers manage client relations and prospecting exclusively by telephone, using IT technology or telecommunications, for either incoming or outgoing communications.
For the past years, the word contact center or centre de contacts has changed call center or centre dappels in order to cover the several means of communication that have been integrated. In France, contact centers have become an essential part of client relations.
Frances Position in the Call Center Business
United States is the world leader in call centers with more than 3.8 million jobs and 60,000 call centers. Canada and Brazil also have significant presence in the Americas, as well as South Korea and India within Asia. However, France is relatively well situated, with identical amount of call centers as in the United...
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