IT Employment

Small Call Centers: Challenges and Opportunities

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Executive Summary

The past ten years have seen an explosion of new applications that make call centers more productive, cost-effective and more responsive to callers. Unfortunately, few of these innovations were designed and priced for smaller call centers. It's not as if the market is too small to interest vendors. Call centers are mission critical to organizations of all sizes. In a world where competitors can be anywhere the quality of customer care delivered by both formal and informal call centers is one place where a smaller company can readily outshine its larger competitors. Sites of 150 agents or less comprise 95 percent of all the world's call centers and employ over half of all agents.

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