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i have worked in three call centers, only for tech support, though, and I can say...yaeh, they are a bitch...from both ends. two were well staffed and call hold times were under 5 minutes on average...the only problem is that it often takes 10 minutes to navigate the system.....
The one busy call center was well staffed, but after a month, the amount of supported users increased ten-fold...soo, wait times were often 90 minutes and you had to spend 10 minutes of every call trying to calm a customer down....not the most efficient way to run a business....
the onlything i can say about outsourced call centers in general is that they have an amazing profit margin for a company while overcharging the client company and still maintaining a higher than average amount of 'managerial' positions...like 1 manager for every 4 people...
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Live.
Chris
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