|
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.
The main Call Center companies in Brazil are: Contax, Atento, Teleperformance, Dedic a ACS. Source: Callcenter.info.br
It's following below the main Call Center companies that belong to telecomunications company.
| Call Center |
Grupo |
2003 |
2004 |
2005 |
2006 |
| Atento |
Telefonica |
35,000 |
38,000 |
52,000 |
54,485 |
| Contax |
Telemar |
28,032 |
37,926 |
49,554 |
49,132 |
| Brasil Center |
Embratel |
4,671 |
4,518 |
4,518 |
ND |
| ACS |
Algar |
6000 |
6,330 |
6,325 |
7,000 |
| Total |
43,299 |
73,703 |
86,774 |
112,397 |
- |
Sites: Atento, Contax, ACS, Associação Brasileira de Telesserviços
Contax
| - |
1Q06 |
2Q06 |
3Q06 |
4Q06 |
1Q07 |
2Q07 |
| Pas |
21,975 |
23,099 |
22,600 |
22,407 |
21,179 |
24,233 |
| Employed |
50,790 |
51,866 |
48,400 |
49,132 |
49,091 |
53,260 |
| R$ Thousands |
1Q06 |
2Q06 |
3Q06 |
4Q06 |
1Q07 |
2Q07 |
| Gross Revenue |
319,4 |
340,6 |
328,8 |
331,1 |
ND |
ND |
| Net Revenue |
295,2 |
314,4 |
303,4 |
305,5 |
299 |
326,3 |
| EBITDA |
32.5 |
36.3 |
36.2 |
40.6 |
36.2 |
42.5 |
| Ebitda Margin |
11.0% |
11.6% |
11.9% |
13.3% |
12.1% |
13.0% |
| Net Profit |
18.1 |
18.1 |
18.1 |
20.5 |
16 |
6.1 |
| Investments |
9.0 |
14.6 |
11.2 |
31.3 |
4.4 |
26.6 |
| - |
2004 |
2005 |
2006 |
| Collaborators |
37,926 |
49,554 |
49,132 |
| Pas |
17,507 |
22,481 |
22,407 |
| R$ thousands |
2004 |
2005 |
2006 |
| Gross Revenue |
709 |
1,129 |
1,320 |
| Net Revenue |
655 |
1,045 |
299 |
| EBITDA |
- |
159 |
36.2 |
| EBITDA Margin |
- |
15.2% |
12.1% |
| Net Profit |
(24) |
131 |
16 |
ACS
CTBC Telecom started its activities in Contact Center in 1998, in Uberlândia (MG). In 2005 was launched a new unit in Campinas (SP).
| R$ millions |
2004 |
2005 |
2006 |
1Q07 |
| Gross Revenue |
117 |
131,2 |
157,7 |
34.2 |
| Net Revenue |
110,2 |
122,7 |
148,9 |
32.2 |
| Investments |
11.9 |
36.3 |
12.4 |
0.3 |
Operational Performance
| |
2003 |
2004 |
2005 |
2006 |
1Q07 |
| Contact Center (PAs) |
2,574 |
3,800 |
5,000 |
5,000 |
5,000 |
| Employed |
6,000 |
6,513 |
6,255 |
6,739 |
6,233 |
|
Print this Page
