Call Center Service
This section of our technical library presents information and documentation relating to Call Center technology including software and products.
Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.
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The Vanishing American Call Center
One research group thinks that there will be at least 3,000 fewer call centers in the US by 2008. And not just because of offshore outsourcing.
Call center numbers and agent positions in the United States are to take tumble according to new research by independent market analysis firm Datamonitor. The report, The Vertical Guide to Contact Centers in North America to 2008, says that Canada will be the major benefactor of America's loss.
The United States currently houses 2.86 million agent positions (APs) in 50,600 call centers, by Datamonitor's count. By 2008, Datamonitor expects this to shrink to 2.72 million APs spread through 47,500 call centers.
Datamonitor attributes a large proportion of this decrease to the outsourcing of customer services to popular nearshore/offshore locations like Canada, India, Mexico and the Philippines. Indeed, Datamonitor expects Canada to sprout 800 new call centers between now and 2008 and 93,000 APs. This will be due in part to natural growth of existing call centers, newly built call centers but also nearshore outsourcing from the US.
However, the report also says more efficient technologies are playing their part in this overall decline. Technologies that allow callers to resolve their call automatically - for instance a change of address call or balance inquiry - improve agent productivity and mean that call centers need to employ less labor.
Furthermore, the federal do-not-call list has curtailed telemarketing campaigns, striking-off yet another of several tasks that would have been executed by the call center agent.
"Advanced routing technologies enable call center agents to work more efficiently," says Mark Best, Datamonitor call center analyst and author of the study. "This, along with the effects of the federal do-not-call list and offshore outsourcing, will cause the total number of agent positions in the American call center industry to decline through 2008," he adds.