Call Centers (Emerging Industry Overview)

This paper provides an overview of call centers industry, primarily in the United States. The paper gives a snapshot summary of the emerging industry in the US, with additional sections on its development, organisation and structure, current conditions and leading companies.

Emerging Industry Overview: Call Centers

Industry Snapshot

The experience is familiar to most: you call a company to inquire about your latest bill and you are routed through a series of push button options before you speak to a customer service representative with the inside scoop on your account. This represents call centers in action. The 2008 and 2009 economic downturn apparently did not quell contact center growth. Despite market threats of nearshoring and offshoring--whereby operations are moved to countries with cheaper labor and operational costs-- for more and more companies, call centers were positioned as the hub of all...

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