Agents working in a “shared service” model are generalists. They provide services to many clients and can respond to various caller inquiries.
On the other hand, in the “dedicated service” model, agents are “dedicated” to answering calls on behalf of one customer. They are trained to provide higher levels of topic specialization that reflect the expertise of the client’s personnel.
A dedicated service costs considerably more than a shared service as it involves more training and agents.
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