TELEPHONE CALL CENTRE WITH REMOTELY LOCATED AGENTS

摘要

The invention aims at releasing a company from part of the tasks carried out (in particular identifying callers, associating data and routing incoming calls) within a business with a call centre equipment coupled with a PABX so as to reduce investments and administrative and operational expenses related to such an equipment. The invention concerns a method for managing a telephone call centre (203) of the type comprising at least a step (401) which consists in taking charge by a telephone call centre, of an incoming telephone call (300), transmitted by a caller (200, 209); and for each said incoming telephone call (300): a processing step (407) for determining at least an operator; a step (407) of connecting by telephone the caller (200, 209) and the determined operator; a step (407) of supplying an information page; and a step of transmitting (406) at least an outgoing telephone call, so as to set up a communication between the call centre (203) and the operator.