But there are few, if any, seamless solutions as yet. We'll need to look at the advantages and disadvantages of different options. Private sector call centres often suffer from high staff turnover. They demand specific skills from both managers and staff. Career progression is an issue.
Public acceptance is critical.
For others, it may reinforce a sense of exclusion, unless other routes to services are also maintained and enhanced. Certain technologies, such as automated voice systems, may prove exciting in theory but unworkable in practice. Hard research data about how people actually use the telephones may be needed. These are only some of the questions call centres raise. Watch our web site for news.