Telephone call centre services

CPC v2.1 Code: 85931

About telephone call centre services

cpc code 85931 covers telephone call centre services, an essential component of modern business operations. Call centres play a vital role in customer service, sales, and support across a wide range of industries, from retail and finance to healthcare and telecommunications. As the global economy becomes increasingly interconnected, the demand for efficient and responsive call centre services has grown significantly, making this industry a crucial part of the broader service sector.

Production process

The key production techniques in the telephone call centre services industry involve the use of specialized software, hardware, and trained personnel. Call centre agents utilize computer systems, telephone equipment, and customer relationship management (CRM) tools to handle inbound and outbound calls, respond to customer inquiries, and provide support. The process typically involves call routing, scripted responses, and the collection and analysis of customer data to improve service delivery.

Production inputs

The main inputs required for the telephone call centre services industry include telecommunications infrastructure, such as phone lines and internet connectivity, as well as computer hardware and software. Call centres also require a skilled workforce, including customer service representatives, supervisors, and technical support staff. Additionally, the industry relies on access to customer data, which is used to enhance the quality and efficiency of service delivery.

Production outputs

The primary output of the telephone call centre services industry is the provision of customer support, sales, and other communication-based services. The services provided by call centres can be consumed by a wide range of other industries, including 46 Retail trade, 64 Financial service activities, except insurance and pension funding, and 61 Telecommunications. The quality and responsiveness of call centre services can have a significant impact on customer satisfaction and loyalty, making this industry a critical component of the broader service economy.

Family tree for telephone call centre services

    graph LR
    A["<a href='/classifications/cpc/v2-1/8'>8: Business and production services</a>"]
A --> B["<a href='/classifications/cpc/v2-1/85'>85: Support services</a>"]
B --> C["<a href='/classifications/cpc/v2-1/859'>859: Other support services</a>"]
C --> D["<a href='/classifications/cpc/v2-1/8593'>8593: Telephone-based support services</a>"]
D --> E["<a href='/classifications/cpc/v2-1/85931'>85931: Telephone call centre services</a>"]

    D --> F["<a href='/classifications/cpc/v2-1/85939'>85939: Other telephone-based support services</a>"]

    

    %% Color coordination by level

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    classDef level2 color:#000,fill:#e0a458,stroke:#333,stroke-width:1px
    classDef level3 color:#000,fill:#419d78,stroke:#333,stroke-width:1px
    classDef level4 color:#000,fill:#c04abc,stroke:#333,stroke-width:1px
    classDef level5 color:#000,fill:#f1c40f,stroke:#333,stroke-width:1px
    classDef level6 color:#000,fill:#f1c40f,stroke:#333,stroke-width:1px
    classDef highlight color:#000,fill:#fff,stroke:#000,stroke-width:5px



  %% Apply classes
  class A level1
class B level2
class C level3
class D level4
class E level5
class F level5

  class E highlight

  %% class A level1
  %% class B,C level2
  %% class D,E,F,G,H,I level2
  %% class J,K,L,M,N,O,P level3
  %% class E highlight