Usability Views Article Details  home | timeline | recent | popular | e-reports | userati | books | about  Two types of in-bound call centres (02 May 2005) Call centres are often classified as either in-bound centres that receive calls (to provide customer service or support) or out-bound centres that make calls (as part of a sales process). Looking more closely at in-bound call centres, they can be broken down into those that deal with either: queries or transactions (or both). This briefing will explore the differences between these two types of in-bound call centres, and the impact on the type of knowledge and resources required by call centre staff. Article URL: http://www.steptwo.com.au/papers/cmb_twocallcentres/index.html Read 99 more articles from Step Two sorted by date, popularity, or title. Next Article: What is information architecture?     This site is a labour of love built by Chris McEvoy