Call centers have evolved to become the 'first line of defense', at the
forefront of modern business. Many companies decide to entrust
specialists with servicing and building the relationship to their client
base. But as customer contact is a very sensitive and crucial aspect of
the company's long-term success, failures may have damaging
consequences. As the personalities of the clients are as varied as their
requests, contact centers need to be very flexible. Many control
measures used in outsourcing other business functions - such as
standardized processes - are therefore not applicable. New standards
have to be set and in order to do so, different questions arise: What
are the driving factors behind the success of a call center? What are
the special characteristics that need to be taken into account? What
role does trust play and what measures can be taken to create and build
trust? This book gives an overview of the call center industry as
business process outsourcing provider and offers answers to the
questions above. A study for call centers, their clients and companies
who are considering becoming clients.