Law and Government White Papers

Call Centre Guidelines - Part 1 of the e-Government Strategy

• Tags:
• law and government,
• definition,
• telephone,
• handle

Overview There are many possible definitions of Call Centres, that are focused on a technical definition, a service delivery definition, or a number of agents definition.

For the purposes of this document the definition is: A facility specifically set up to handle calls from citizens or business. This facility will be the primary telephone interface with a citizen or business for specific services or for a department, agency, non-departmental public body (NDPB) or local authority. The facility will be a structured environment where calls are handled by a group of agents whose main job is to handle incoming and/or outgoing telephone calls.

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