Call centers: Market & Telecom solutions [30 mn de lecture - paru le 6/10/2005 12:17:54 AM - Public : Confirmé]

Auteur

Jamy ROUSSEAU Elève-Ingénieur Supinfo Paris Promotion SUPINFO 2005    Lui écrire    Tous les projets de cet auteur    Le mini-CV de cet auteur

Summary

The callcenters became in a few years an essential point for a relation of quality with the final customer. Indeed, many are the services which propose to consumer society… but difficulty on a material, to request information or to order a product, which to contact and how? The callcenters are there to answer this unceasingly increasing request.

You will discover in this article the state of the market of the callcenters, which occur in slide and in particular the infrastructures telecoms necessary to the setting in production from a center calls on the French territory or abroad.

Sommaire

• Introduction
• 1. The market of the callcenters
• 1.1. Distribution by sector
• 1.2. The market in France
• 1.3. Some numbers about on the callcenters in France (Study CESMO 2004/Datamonitor)
• 1.4. The market in zone EMEA (Europe, Middle East, Africa )
• 1.5. Offshore or regionalization?
• 2. Organization of a callcenter
• 2.1. The Script of sale
• 2.2. Four emission modes of calls
• 2.3. Key points for a communication of crisis
• 2.4. Internalize or externalize
• 2.5. To dimension its center of call
• 3. Channels of communication
• 3.1. The email
• 3.2. The T'Chat
• 3.3. The Back Call
• 3.4. The Video Conference
• 3.5. Assisted Navigation
• 3.6. The division of application
• 3.7. The mobile telephone & the SMS
• 3.8. MMS
• 4. Technological environment of a callcenter 
• 4.1. Some definitions
• 4.2. Migration towards the IP
• 4.3. Man-machine interaction thanks to the voice
• 4.4. Remote applications (ASP)
• 4.5. Technological cost of the platforms & management
• 5. Telecom Solutions
• 5.1. The current offer
• 5.2. Special numbers
• Conclusion