IT Employment

Extending Traditional Call Centers for Greater Business Flexibility

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Executive Summary

Call centers have evolved from cost centers to strategic customer interaction channels that are vital to growing revenue, differentiating through service quality, and capturing customer intelligence used to develop more effective marketing campaigns. As a result, businesses are increasingly seeking ways to improve the quality, flexibility, and scalability of their traditional call centers. Call center executives need new ways to swiftly respond to business changes and spiky call volumes - without adding costly new infrastructure. Equally important, they need ways to reduce agent attrition; most call centers have nearly 100% attrition per year.

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