In the 90s, the customer/seller relationship experienced a real revolution: call centers. The phone and computer then become the key tools of trade exchange. Telephone operators open the first remote customer service management centres, followed by banks.
In France Telecom, call centres are multiplying with information for mobile phone owners and telemarketing. Another centre will be set up to respond to Internet subscribers, creating jobs as a teleoperator. This "precarious" profession practised by the students has become a highly qualified trade which does not have a collective agreement on telecommunications but on the parent company. Reporting in Caen in the France Telecom call centre with the incumbent teleoperators, alternating with interviews with a France Telecom executive, Jack BRETON, director of the Lower Normandy Economic Expansion Committee (CÉBANOR) and a representative of the CFDT.
Report in the premises of an online bank (Direct Banking) with its teleadvisers in contact with customers by phone and Internet 24/24, six days a week. Explanations by Anita SCOGNAMIGLIO, Head of Direct Banking call centres and testimony of Olivier MARIOTTI, the bank’s client on the speed and simplicity of the service requested and offered, even for a loan application.
To facilitate the transition to the 10-digit numbering of its customers, the telephone manufacturer Alcatel has mobilized three major call centres including that of Illkirch, in Alsace. Reporting at the "call center" with specialised operators and technicians answering to customers and an interview with Bernard KAESMANN, Alcatel technical manager, on the customer’s call grounds.