Activities of call centres

NACE v2.1 Code: O82.20

About activities of call centres

NACE code 82.20 covers the activities of call centres, which play a crucial role in modern business operations. 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, technical support, and telemarketing. This industry has become increasingly important as businesses strive to enhance customer experience and optimize their operations through efficient communication channels.

Production process

The key production techniques in the call centre industry involve the use of advanced telecommunications and information technology systems. Call centre agents utilize computer-based tools, including customer relationship management (CRM) software, interactive voice response (IVR) systems, and automated call distribution (ACD) systems, to manage incoming and outgoing calls efficiently. Agents are trained to follow standardized scripts and procedures to ensure consistent and high-quality service delivery.

Production inputs

The main inputs required for the call centre industry include a reliable telecommunications infrastructure, such as telephone lines and internet connectivity, as well as specialized software and hardware. Call centres also require a skilled workforce, with agents trained in customer service, communication, and problem-solving skills. Additionally, call centres may require access to customer databases, product information, and other relevant data to effectively serve their clients.

Production outputs

The primary output of the call centre industry is the provision of customer-focused services, including sales, technical support, and general inquiries. The services provided by call centres are consumed by a wide range of 82.20 Activities of call centres, 47.00 Retail trade, except of motor vehicles and motorcycles, 62.01 Computer programming activities, and 64.19 Other monetary intermediation sectors, among others. Call centres play a crucial role in supporting the operations and customer relationships of these industries.

Revisions to 82.20

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 82.20. The most recent 1 version of this code (82.20) is in the NACE v2.1 system (this version):

This page shows the most recent version of code 82.20.

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

    
    

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    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 D 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 D highlight