By Richard Bucci, The PELORUS Group
The past ten years have seen an explosion of new applications that make call centers more productive, cost-effective and more responsive to callers. Unfortunately, few of these innovations were designed and priced for smaller call centers. It's not as if the market is too small to interest vendors.
Sites of 150 agents or less comprise 95 percent of all the world's call centers and employ over half of all agents. Most indications are that small call centers make up the fastest growing segment of the call center industry. This makes sense because large companies are moving to multi-site operations and fast growing mid-size companies of 100 - 500 employees are creating new call centers.