Header Call Center

Call centres win the price war with knowledge management

The call centre sector is a challenging environment. High standards of quality are demanded in the various fields of activity, such as customer service, market research, complaint management or order acceptance, yet the services provided by call and contact centres must be as cost-effective as possible. In this price war, call centres also compete to win qualified employees and clients.

Whereas the varying volume of inbound calls needs to be coped with successfully, shift work is the order of the day and service levels agreements are the yardstick for all activities, in the outbound arena employees must have a great deal of flexibility as regards the subjects they handle and a high degree of frequency are necessary to remain profitable.

Agents usually work with several systems, such as databases or workflow tools, and increasingly have to be able to use a whole range of communication channels, like e-mail, social media, chat or self service.


Our portfolio for call centres

Knowledge Management Software

The ACTIVE knowledge base USU Knowledge Center for rapid provision of quality-assured information on all communication channels.

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Online Self Service

Provide FAQs on the website - fewer queries to the service centre.

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Our Customers in the Call Centres Industry

3C DIALOG GmbH
3C DIALOG GmbH
Becker & Partner GmbH
Becker & Partner GmbH
CCA International Limited
CCA International Limited
Teleffekt GmbH
Teleffekt GmbH

Do you have any questions?

Please contact us via our contact form or give us a call +1 617 307 7757.