Call Center Operation

134 3.9 Outsourcing the call center

to outside experts. This is especially true in such industry sectors as per-

sonal computers and home electronics, where there may be a high volume

of customer support inquiries following purchases that the vendor is not

staffed to handle. The advanced technologies that enable calls to be

routed and tracked make the help desk function easier and more cost-

effective. As postsales customer support becomes simultaneously more

important and more expensive, companies are looking for lower-cost

alternatives that don’t force them to compromise on the quality and level

of response.

Challenges and pressures

As noted previously, ...