Friday, December 05, 2008

The Rise of Home-Based Contact Centers

Did you know...Home-based contact centers are the fastest growing area of the call center market.
As the year draws to a close and Alpine Access celebrates its 10 year anniversary, I find myself reflecting on the changes the call center industry, and the home-based segment in particular, has experienced over the past few years. The compelling economic benefits continue to drive adoption of this efficient and scalable service model. Unfortunately, in an effort to drive down cost, much of the industry has lost sight of what got us here in the first place – a desire to provide quality, customer service. Achieving a balance between cost and quality is not easy, but I believe it is possible. By staying true to our roots and focusing on providing valuable service, our industry can continue the growth and transformation of “cost” center to revenue-generating partner. read more