Activities of call centres
What this code covers
Use this class for activities of call centres when the main activity includes Inbound call centres, including answering calls from clients by using human operators, automatic call distribution, computer telephone integration, interactive voice response systems or similar methods to receive orders, provide product information, deal with customer requests for assistance or address customer complaints and Outbound call centres using similar methods to market goods or services to potential customers; conducting telephone interviews for market and opinion research surveys on a contract or fee basis. Check exclusions and nearby codes before applying it to a mixed activity.
Official NACE Rev. 2.1 labels and explanatory notes are imported from the source dataset. Plain-language explanations are shown separately so readers can compare interpretation with the source text.
No child codes; this is a class-level code.
- This class includes the activities of:
- inbound call centres, including answering calls from clients by using human operators, automatic call distribution, computer telephone integration, interactive voice response systems or similar methods to receive orders, provide product information, deal with customer requests for assistance or address customer complaints
- outbound call centres using similar methods to market goods or services to potential customers; conducting telephone interviews for market and opinion research surveys on a contract or fee basis
- web-based contact centres
- activities of brokers and agents for electric power and natural gas, see 35.40
- intermediation service activities for specialised construction services, see 43.60
- intermediation service activities for retail sale, see 47.9
- intermediation service activities for transport, see 52.3
- Compare with 35.40, 43.60, 47.9 when the main activity overlaps another code.
- Check national equivalent caveats before using this code for local registration or filing workflows.
- If the main revenue activity appears in an exclusion, compare the alternative code before deciding.
Use this guide as classification support, not legal, tax, filing, or regulatory advice.
- - This class includes the activities of:
- - inbound call centres, including answering calls from clients by using human operators, automatic call distribution, computer telephone integration, interactive voice response systems or similar methods to receive orders, provide product information, deal with customer requests for assistance or address customer complaints
- - outbound call centres using similar methods to market goods or services to potential customers; conducting telephone interviews for market and opinion research surveys on a contract or fee basis
- - web-based contact centres
- - This class also includes the activities of:
- - centres dealing with customer requests for assistance or addressing customer complaints through other communication channels
- - activities of brokers and agents for electric power and natural gas, see 35.40
- - intermediation service activities for specialised construction services, see 43.60
- - intermediation service activities for retail sale, see 47.9
- - intermediation service activities for transport, see 52.3
- - intermediation service activities for postal and courier activities, see 53.30
- - intermediation service activities for accommodation, see 55.40
- - intermediation service activities for food and beverage service activities, see 56.40
- - intermediation service activities for video game software publishing, see 58.21
- - intermediation service activities for software publishing and software downloads, see 58.29
- - intermediation service activities for telecommunication activities, see 61.20
- - financial and insurance intermediation service activities, see section L (e.g. activities of insurance agents and brokers (class 66.22))
- - intermediation service activities for real estate activities, see 68.31
- - market research and public opinion polling and statistical analysis thereof, see 73.20
- - patent brokering (marketing) service activities, see 74.91
- - intermediation service activities for the rental and leasing of tangible goods and non-financial intangible assets, see 77.5
- - travel agency activities, see 79.11
- - intermediation service activities for business support activities (except financial intermediation) n.e.c., see 82.40
- - intermediation service activities for courses and tutors, see 85.61
- - intermediation service activities for medical, dental and other health services, see 86.97
- - intermediation service activities for residential care activities, see 87.91
- - intermediation service activities for the repair and maintenance of computers, personal and household goods, motor vehicles and motorcycles, see 95.40
- - intermediation service activities for personal services, see 96.40
- - Inbound call centres, including answering calls from clients by using human operators, automatic call distribution, computer telephone integration, interactive voice response systems or similar methods to receive orders, provide product information, deal with customer requests for assistance or address customer complaints
- - Outbound call centres using similar methods to market goods or services to potential customers; conducting telephone interviews for market and opinion research surveys on a contract or fee basis
- - Web-based contact centres
- - Centres dealing with customer requests for assistance or addressing customer complaints through other communication channels
- - Activities of brokers and agents for electric power and natural gas
- - Intermediation service activities for specialised construction services
- - Intermediation service activities for retail sale
- - Intermediation service activities for transport
What is NACE 82.20 used for?
Use NACE 82.20 for activities of call centres when the main activity matches this scope: Use this class for activities of call centres when the main activity includes Inbound call centres, including answering calls from clients by using human operators, automatic call distribution, computer telephone integration, interactive voice response systems or similar methods to receive orders, provide product information, deal with customer requests for assistance or address customer complaints and Outbound call centres using similar methods to market goods or services to potential customers; conducting telephone interviews for market and opinion research surveys on a contract or fee basis. Check exclusions and nearby codes before applying it to a mixed activity.
What are typical examples for 82.20?
Typical examples include Inbound call centres, including answering calls from clients by using human operators, automatic call distribution, computer telephone integration, interactive voice response systems or similar methods to receive orders, provide product information, deal with customer requests for assistance or address customer complaints, Outbound call centres using similar methods to market goods or services to potential customers; conducting telephone interviews for market and opinion research surveys on a contract or fee basis, and Web-based contact centres.
When might 82.20 not be the right code?
Review another code when the activity is closer to activities of brokers and agents for electric power and natural gas, see 35.40 and intermediation service activities for specialised construction services, see 43.60.
Which codes should I compare before choosing 82.20?
Compare 82.20 with 35.40 Activities of brokers and agents for electric power and natural gas, 43.60 Intermediation service activities for specialised construction services, and 47.9 Intermediation service activities for retail sale when the activity description is ambiguous.
Use this class for activities of brokers and agents for electric power and natural gas when the main activity includes Activities of brokers or agents, who arrange the sale of electricity via power distribution systems operated by others and Activities of gas brokers or agents, who arrange the sale of gaseous fuels via gas distribution systems operated by others. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for specialised construction services when the main activity includes Intermediation service activities for specialised construction services. Check exclusions and nearby codes before applying it to a mixed activity.
Use this group for intermediation service activities for retail sale when the main activity includes Activities of intermediaries in the retail sale of second-hand goods and Activities of retail auctioneering houses for both new and used third-party goods, including internet retail auctions. Check exclusions and nearby codes before applying it to a mixed activity.
Use this group for intermediation service activities for transportation when the main activity includes Intermediation service activities for freight transportation and Intermediation service activities for passenger transportation. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for postal and courier activities when the main activity includes Any intermediation service undertaken by third parties to postal service providers and offered to business and domestic (household) clients and Operation of online platforms to allow people to book a food delivery. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for accommodation when the main activity includes Timeshare exchange services and Reservation services for accommodation. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for food and beverage services activities when the main activity includes Reservation services for restaurants. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for publishing of video games when the main activity includes Publishing of video games for all platforms and all devices and Provision of online game in-game and in-app purchases by the publisher, for all users, including subscribers. Check exclusions and nearby codes before applying it to a mixed activity.
Use this code when the business mainly publishes, licenses, or distributes ready-made software products rather than building custom software for clients.
Use this class for telecommunication reselling activities and intermediation service activities for telecommunication when the main activity includes Reselling of wired, wireless and satellite telecommunication (i.e. purchasing and reselling network capacity), including activities of telecommunication brokers and resellers of prepaid calling cards and services and Intermediation services for wired, wireless and satellite telecommunication activities, including:. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for activities of insurance agents and brokers when the main activity includes Activities of insurance agents and brokers (insurance intermediaries) in selling, negotiating or soliciting of annuities and insurance and reinsurance policies. Check exclusions and nearby codes before applying it to a mixed activity.
Use this code when the main activity is brokering, selling, renting, or managing real estate transactions for clients on a fee or contract basis.
Use this class for market research and public opinion polling when the main activity includes Conducting market research studies on the awareness, evaluation and use of goods and services, on product development and pricing, on the use of media and on the recall and impact of advertising and Conducting studies of opinion research on the quality of life and lifestyles, on social participation and political participation, on political party preference and voting behaviour. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for patent brokering and marketing service activities when the main activity includes Brokering and marketing activities for patents and Management services for rights to industrial property (patents, licences, trademarks, franchises, etc.). Check exclusions and nearby codes before applying it to a mixed activity.
Use this group for the broader activity area of intermediation service activities for rental and leasing of tangible goods and non-financial intangible assets, including Intermediation service activities for rental and leasing of cars, motorhomes and trailers and Intermediation service activities for rental and leasing of other tangible goods and non-financial intangible assets. Open the child codes when a more specific code is needed.
Use this class for travel agency activities when the main activity includes Activities of agencies, primarily engaged in the sale of packaged tours and cruises to the general public or to commercial clients, alongside additional accommodation advice or expertise: and Reservation services for pre-packaged tours, domestic (national) and international. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for business support service activities n.e.c. when the main activity includes These intermediation activities can be carried out on digital platforms or through non-digital channels (including face-to-face, door-to-door, telephone, mail, and so on). The fee or commission can be received from either the client or the provider of the business support service. Revenue for the intermediation activities can include other sources of income (for example, revenues from the sale of advertising space). and Reservation services for theatrical, sport, amusement and entertainment tickets. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for courses and tutors when the main activity includes Intermediation service activities for courses and tutors. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for medical, dental and other human health services when the main activity includes Appointment reservations for medical, dental and other human health services. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for residential care activities when the main activity includes Intermediation service activities for residential care activities. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for repair and maintenance of computers, personal and household goods, and motor vehicles and motorcycles when the main activity includes Intermediation service activities for repair and maintenance of computers, personal and household goods, and motor vehicles and motorcycles. Check exclusions and nearby codes before applying it to a mixed activity.
Use this class for intermediation service activities for personal services when the main activity includes Intermediation service activities for personal services. Check exclusions and nearby codes before applying it to a mixed activity.
Use this group for the broader activity area of activities of call centres, including Activities of call centres. Open the child codes when a more specific code is needed.
Rev. 2 code 82.20 maps to the same Rev. 2.1 class 82.20 Activities of call centres.
Official close match imported from NACE Rev. 2.1.
Low operational impact is expected, but systems should still store the target Rev. 2.1 version explicitly.
Confirm the target version field and update references where Rev. 2.1 is required.