04/18/2016

Call Center

 

This page: Informations about Call Center (Contact Center) or Attendance Centers in Brazil.

 


The attendance centers, also known as Call Centers, were criated to provide simple and direct telephone attendance for organization or company. The call is done through a phone number, for example 0800 and the client don't have to pay the call. Recently it also has been used numbers 0300 in which the clients pay the rate.

 

Call Center can also be used to make calls (telemarketing) and manage the communication by e-mail with clients - Contact Center.

 

Consult the Tutorial

Dimensionamento de Centrais de Atendimento (Call Center)

 

Calculator: Erlang C

 

Call Center can be intern to the company or contract of a specialized company. Attendance Position (PA) are the headquarters in a Call Center.

 

 

Blocking Telemarketing calls

According to the decree Decreto Estadual number. 53,921 of 12/30/08 telephony users can choose to not receive telemarketing calls anymore. Companies can't make calls for numbers registered in PROCON's data base.

 

PROCON-SP will be able to send reports to companies and impose sanctions to transgressions or violations of the rules about the Register for Blocking Telemarketing Calls, but it doesn't indemnify or repair any damage caused.

 

There's no cost to fill out the register.

 

Access the web site to block clicking here (in portuguese).

 

 

New regulation

Presidential Decree nº 6.523, of July 31st, establishes general rules about the Customer Service (Serviço de Atendimento ao Consumidor - SAC) through telephones regulated by the Secretary of Economic Right (Secretaria de Direito Econômico - SDE), those are: electrical energy, telephony, Paid TV, health insurance, civil aviation, bus companies, bancs and credit cards supervised by the Central Banc, guarantee quality in the Customer Service and avoid abuses.

 

Since December 1st 2008, the new decree is implemented. The companied that disobey the rules might be charged with fine from R$ 200 to R$ 3 million. The main changes are:

  • The user must to have in the first eletronic menu the option to contact directly the attendant;
  • The options to complaints and service cancelling must to come first in the menu;
  • The user doen't have the obligation to any data - account or CPF numbers - before talking to an attendant;
  • The service must to the available 24 hours a day, seven days a week, with no interruption;
  • The attendance numbe must to be unique (even if the gruop provides different services) and must to be informed when the service is hired;
  • The system of automatic attendance must to have access to the client attendance hystorical;
  • It's prohibited to repeat verbally or digitally the customer's data;
  • The alteration in contract and its cancellation can be done through the same channel in which was service was hired;
  • The customer must to have access to his attendance hytorical in 72 hours, if requested;
  • The contacts registers of clients to SAC must to be kept for two years;
  • Information requests must to be fulfilled immediately.
  • The service cancellation must to be done immediately after the request;
  • The complaints must to be handled in the maximum of 5 days;
  • The implementation of new rules musn't affect customers.

 

 

Service providers

 

The table below shows the number of employees of the main call center companies owned by telecom companies.

 

Call Center Grupo 2011 2012 2013 2014 2015
Contax Telemar 99,429 87,164 85,888 78,779 60,745
Atento Telefonica 78,200 75,682 79,197 86,071 95,000
Brasil Telecom Oi 15,350 17,071 20,136 19,767 19,767
Algar Tecnologia Algar 15,060 14,351 13,813 13,813 13,813
Brasil Center Embratel 8,369 8,369 8,369 8,369 8,369
Total - 216,408 202,637 207,403 206,799 197,694

 

 

 

Algar Tecnologia

 

Algar Tecnologia initiated its activities in Contact Center in 1998, in Uberlândia (MG). In 2014, the company covered the states of São Paulo, Minas Gerais, Rio de Janeiro, Goiás, Mato Grosso do Sul, Paraná and Brasília.

- 2009 2010 2011 2012 2013 2014
Gross Revenue (R$ Million) 291.0 363.0 392.7 524.3 553.6 800.7
Employees 11,368 13,736 15,060 14,351 13,813 17,573

 

 

 

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