Call centers, which had previously been viewed as little more than lower cost channels for customer problem resolution, are quickly becoming a powerful means of service delivery with a potential for substantial revenue generation. Wolfe of Sky Alland sees the evolution of a new worker. With increasing use of technologies and an emphasis on customer service, the nature of the work changes. CALL HOME None of the firms we talked to expects the demand for call center staffing to wane in the near future. Tele-Force's Dowling has been in the call center business 10 years and believes strong growth will continue, but he does foresee larger companies losing some business to smaller firms.
Smaller firms can be more responsive and adapt easily.
They are able to innovate and roll out technology faster. I see that already. Work at home programs are getting very strong at almost any category of call center. Our experts offer some advice for those contemplating jumping into call center staffing. Jim Moylan tells staffing companies to concentrate first and foremost on people.