Archived report. This report was archived in September 2003 and has not been updated. A wide range of broad business functions are outsourced to call centres, ranging from customer service, through product registration, right through to personnel and vehicle dispatching. Call centres have an increasingly important role within organisations today. Not only do they facilitate the running of the business, but they have the potential to improve retention of existing customers and can also assist with the acquisition of new ones. This report described the past, present and future of call centres, and their technologies.
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