SNI 82.200—Activities of call centres

Where 82.200 sits

1. O Administrative and Support Service Activities
2. 82 Office administrative, office support and other business support activities
3. 82.2 Activities of call centres
4. 82.20 Activities of call centres
5. 82.200 Activities of call centres

What 82.200 includes

• Call center operations that answer incoming calls from customers using switchboard personnel, automatic call distribution, computer telephone integration, interactive voice response systems or similar methods to take orders, provide product information, handle customer requests for assistance or customer complaints
• Operations in call centers with outbound operations that use similar methods to market goods or services to potential customers, conducting telephone interviews for market and opinion surveys within the framework of a contract or for a fee
• Operations in web contact centers
• Operations in centers that work with customer requests for assistance or customer complaints via other communication channels
• Telephone customer service on assignment, receiving orders, providing information, handling customer requests for help and complaints
• Data support by telephone, on behalf of companies that have neither sold nor produced software or systems

What 82.200 excludes

• Activities of brokers and agents for electricity and natural gas, see 35.400
• Mediation of specialized construction services, see 43.600
• Retail trade on a fee or contract basis, see 47.9
• Transport agency services, see 52.3
• Postal and courier services, see 53.300
• Accommodation services, see 55.400
• Catering services, see 56.400
• Mediation in publishing computer game software, see 58.210
• Intermediation regarding software publishing and software downloads, see 58.290
• Telecommunications brokerage, see 61.200
• Financial and insurance intermediation, see division L (for activities of insurance agents and brokers), see 66.220
• Real estate brokerage, see 68.310
• Market research and opinion polls and statistical analysis thereof, see 73.200
• Patent brokerage (marketing), see 74.910
• Intermediation in respect of renting and leasing of tangible goods and non-financial intangible assets, see 77.52
• Travel agency activities, see 79.110
• Mediation of various other support activities for businesses (except financial intermediation), see 82.400
• Provision of courses and private tuition, see 85.610
• Mediation of medical, dental and other health services, see 86.970
• Mediation of care and nursing with accommodation, see 87.910
• Mediation regarding repair and maintenance of computers, personal and household goods, and motor vehicles and motorcycles, see 95.400
• Mediation of other consumer services, see 96.400

Example activities

• meeting booking, telephone booking, on assignment
• call center services
• direct marketing, call center
• sales, at call center
• complaints handling, call center
• customer booking, telephone booking, on assignment
• marketing activity carried out by call center
• market research conducted by call center
• order reception, on assignment, by phone
• sales assignments over the phone
• telephone sales (distance selling), on assignment
• telephone answering, on behalf of call centers
• telephone exchange service, call center assignment
• telemarketing

82.200 in other systems