The latest research about the main differences between large and small call centers. When customers get in touch with companies to place orders, ask technical questions or complain, they don't necessarily need to know if agents work in rooms the size of football fields or in facilities the size of living rooms.
Customers care about the quality of the service rather than the size of the center.
But call centers do operate differently depending on the total number of agents they employ. For purposes of comparison, we defined a small center as one with 100 or fewer seats and we defined a large center as one with more than 100 seats. Keep in mind, though, that your small operation could likely grow to become a large one, as our survey suggests. Fifty-four percent of the call center managers we surveyed said they are adding staff, and we calculated that the average tenure of a member of the call center staff at these centers is approximately two to three years. The success of a call center depends on its front-line staff, and managers spend vast resources to ensure agents receive proper training to serve customers effectively.