PBX/Call Centers/TDM

A contact (call) centre is a place which serves for the receipt, forwarding, processing and handling of a large number of requirements via a small number of communication channels, for example telephone or fax lines, email or conventional post. The usual activities of contact centres include answering questions both automatically and via professional trained operators, recording and backing up information non stop, reporting and language support. Call centres, the performance of which can also be defined by service level agreements (SLA), including the motivational functions based on predefined key indicators, can also work non stop. Depending on the requirements it is possible to build up both contact centres directly at the customer and virtual centres.

Contact centres operated in the form of outsourcing services primarily effectively reduce the costs for operation. The service also makes it possible if necessary to take over already existing contact centre solutions and very rapidly and flexibly raise them to a wholly new level in terms of quality complying with the requirements for flexibility, stability, reliability and availability with support for several languages.

Telefónica O2 has many years of experience with the operation of contact centres. As an integrated telecommunication and ICT operator it provides services of contact centres in the same way as telecommunication and ICT services.