China is one of the fastest growing telecommunications markets in the world.
As the country emerged from a closed and monopolistic state to one of a market economy system, the telecommunications industry has developed rapidly and is heading towards openness and competition. This has accelerated the development of the industry and provides a wealth of opportunities. The growth of the telecommunications industry in China is so rapid that it even surpasses the rate of national economic growth, by 20 to 30 percent. In today s highly competitive market, organisations need to have a flexible and efficient interface between the organisations and its customers. The call centre is a specialised computer network management system that delivers flexible interface between enterprises and their customers.