Housing a hi-tech help desk

Article Abstract:

A discussion between property experts and a call centre operator found they all agreed call centres need a good supply of workers and a suitable geographical position. Property experts pointed out operators should consider buildings where expansion is possible. One property agent suggested call centres do not make the most of their buildings. Thomas Cook Operations Manager Rebecca Knipe suggests customer service is the most important factor in their call centre business. Some property experts called for the early involvement of designers when choosing buildings.

Analysis, Management, Real estate development, Thomas Cook

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Towards technology

Article Abstract:

Traditional call centres in the US are changing into intelligent centres due the increasing developments in telecommunications technology. Intelligent centres allow operatives to offer a much more personal service to the customer. The US call centre industry has a yearly turnover of $4.4 billion pounds sterling. The size of property needed for a call centre has decreased, due to improvements in technology necessitating fewer workers. Some 4 million people in the US were employed in call centres in 1997.

United States, Industry Overview, Innovations

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