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Introduction

The demands placed upon today's call centers are growing. Call centers must deliver the best quality service while being responsible for a growing number of channels and applications. Additionally, agents are not only expected to handle service inquiries, but also to cross-sell
additional products in support of the industry trend to push products through all channels rather than constrict them to silos.

Technology has answered much operational inefficiency and is increasingly moving businesses at the speed of sound. The problems at the call centers, however, remain fundamental.

Figure 1: Key Call Center Challenges

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* Contributed by -
Sameer Nagi & Harsha Rajan Israni,
Management Development Institute,
Gurgaon.