CECAEN Rev 3
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Sections Correlation Guide About the Project Contact
Group 822

Activities of telephone intermediary centers (call center)

The call center represents an economic activity through which companies offer support, sales or information services to clients exclusively by phone. Essentially, all incoming or outgoing calls of a company to its clients are centralized here for commercial or public relations purposes.

Included Activities & Applicability

  • ✅ Operation of telephone intermediary centers
  • ✅ Telephone customer assistance services
  • ✅ Inbound and outbound call center
  • ✅ Receiving and transmitting orders by phone
  • ✅ Telephone technical support center
  • ✅ Telemarketing services

Excluded Activities & Restrictions

  • ❌ Secretarial and translation activities (code 8219)
  • ❌ Information collection through telephone surveys (code 7320)
  • ❌ Public relations activities (code 7021)
  • ❌ Telephone operator activities (code 6110)
  • ❌ Direct marketing services activities (code 7311)

Subordinate Structure

8220 Activities of telephone intermediary centers (call center)
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Detailed Analysis & Commercial Insights

Call Center Industry in Romania: A Dynamic Sector with Macroeconomic Impact

The call center industry represents a dynamic sector of the Romanian economy with significant macroeconomic importance. In the last decade, Romania has become a regional hub for business process outsourcing (BPO) services, and call centers are the stars of this field. Approximately 150,000 employees work in this sector, and cities such as Bucharest, Cluj-Napoca, Iasi, and Timisoara host major centers that serve markets in Western Europe, the USA, and even Asia.

The evolution of this niche has been spectacular. If in the early 2000s call centers were perceived as simple telephone offices, today they integrate advanced technologies such as chatbots, artificial intelligence, and robotic process automation (RPA). However, the human factor remains essential, and call center operators are often the first point of contact between the company and the client. Therefore, the quality of services and employee training directly influences customer satisfaction and loyalty.

Entrepreneurs in this field face multiple challenges. On one hand, competition for attracting and retaining qualified personnel is fierce, and turnover rates are high, sometimes exceeding 30% annually. On the other hand, investments in IT infrastructure and data security become increasingly costly, especially in the context of GDPR. Nevertheless, demand for outsourced call center services remains robust, and Romania benefits from competitive advantages such as relatively lower salary costs compared to Western Europe and proficiency in multiple foreign languages. With a strategic approach focused on digitalization and continuous training, this activity can generate consistent profits and contribute significantly to local economic development.