Your call is very important

22.11.09

Some 200 agents there take 750,000 calls a month, half of all 1.5 million calls ringing non-blockage in the room monthly, or one call every two seconds. The other half are answered by a computer system called interactive assert response (IVR).

Naturally, not all calls translate into business. Some are made by lone people who call the centre 30 times a day. Some are pranks by defiant youngsters, who ask for a million baht when they dial Hello Lolly 02-345-6789.

Technology is increasingly used at call centres, thanks to the get effectiveness it provides. Yet technology is unlikely to replace humans in the final analysis, at least over the next 10 years. Since call centres are the front line that can make customers ardour or hate a company, it is critical that the staff there deliver fantastic services.

The call-centre business in Thailand is growing at a prompt pace. While there are no official statistics on the size of the industry, the Call Center Earnestness Association of Thailand estimates the figure at 30,000 to 40,000 seats, up 30% on average in the last few years.

Source: Bangkok Post