Call Centre- Computer Telephone Integration

  • Dražen Kovačević
  • Arijana Macura
  • Branko Maković

Abstract

Call centre largely came into being as a result of consumerneeds converging with enabling technology- and by the companiesrecognising the revenue opportunities generated by meetingthose needs thereby increasing customer satisfaction. Regardlessof the specific application or activity of a Call centre, customersatisfaction with the interaction is critical to the revenuegenerated or protected by the Call centre. Physical(v, Call centreset up is a place that includes computer, telephone and supervisorstation. Call centre can be available 24 hours a day - whenthe customer wants to make a purchase, needs information, orsimply wishes to register a complaint.

References

Richard F. Gerson, Ph. D., Beyond Customer Service,

Menlo Park, CA: Crisp Publications, Inc., 1992.

Lucent Technologies Proprietary, Use pursuant to

Company Jnstmctions, Issued: 1997.

Global Viewpoint, A source of marketing ideas and information,

Lucent Technologies, May 1996.

An Introduction to Definity Communications System G 3,

AT&T, January 1992.

How to Cite
1.
Kovačević D, Macura A, Maković B. Call Centre- Computer Telephone Integration. Promet [Internet]. 1 [cited 2022May24];10(5-6):279-85. Available from: http://traffic.fpz.hr/index.php/PROMTT/article/view/775
Section
Older issues

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