Activities of call centres

NACE v2.1 Code: O82.2

About activities of call centres

NACE code 82.2 covers the activities of call centres, which play a crucial role in the modern business landscape. Call centres serve as the primary point of contact between organizations and their customers, handling a wide range of tasks such as customer service, sales, and technical support. This industry is a significant contributor to the service sector, providing employment opportunities and facilitating efficient communication between businesses and their client base.

Production process

The key production techniques in the call centre industry involve the use of advanced telecommunications and information technology systems. Calls are typically routed through an automated system that directs customers to the appropriate agent, who then utilizes computer software and databases to address the customer's needs. Call centre agents are trained to handle a variety of inquiries and to provide efficient and effective customer service.

Production inputs

The main inputs required for the call centre industry include a reliable telecommunications infrastructure, computer hardware and software, and a skilled workforce. Call centres require a robust telephone network, high-speed internet connectivity, and specialized customer relationship management (CRM) software to manage customer interactions. Additionally, call centre operators must invest in training and development programs to ensure their agents are equipped with the necessary skills to provide excellent customer service.

Production outputs

The primary output of the call centre industry is the provision of customer service and support. Call centres handle a wide range of tasks, including order processing, technical assistance, complaint resolution, and sales inquiries. The services provided by call centres are consumed by a variety of other NACE codes, such as 47.0 Retail trade, except of motor vehicles and motorcycles, 62.0 Computer programming, consultancy and related activities, and 68.0 Real estate activities.

Revisions to 82.2

Classification codes are adjusted frequently. The code may have been revised or replaced between system versions. The table below shows the history (newest to oldest) of the code 82.2. The most recent 1 version of this code (82.2) is in the NACE v2.1 system (this version):

This page shows the most recent version of code 82.2.

Older versions

Family tree for activities of call centres

    graph LR
    A["<a href='/classifications/nace/v2-1/O'>O: ADMINISTRATIVE AND SUPPORT SERVICE ACTIVITIES</a>"]
A --> B["<a href='/classifications/nace/v2-1/O/82'>82: Office administrative, office support and other business support activities</a>"]
B --> C["<a href='/classifications/nace/v2-1/O/82/2'>82.2: Activities of call centres</a>"]

    B --> D["<a href='/classifications/nace/v2-1/O/82/1'>82.1: Office administrative and support activities</a>"]
B --> E["<a href='/classifications/nace/v2-1/O/82/3'>82.3: Organisation of conventions and trade shows</a>"]
B --> F["<a href='/classifications/nace/v2-1/O/82/4'>82.4: Intermediation service activities for business support service activities n.e.c.</a>"]
B --> G["<a href='/classifications/nace/v2-1/O/82/9'>82.9: Business support service activities n.e.c.</a>"]

    C --> H["<a href='/classifications/nace/v2-1/O/82/20'>82.20: Activities of call centres</a>"]


    %% Color coordination by level

    classDef level1 color:#000,fill:#a8f9ff,stroke:#333,stroke-width:2px
    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 level3
class E level3
class F level3
class G level3
class H level4

  class C 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 C highlight