Transition in the Call Center: Service and Sales
2007 Survey Results and Analysis

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Our Transition in the Call Center Report focuses on call centers shifting from cost centers to profit centers. As more selling organizations need to optimize every customer interaction, learn how the call center can improve your results. Released April 2007, this report features benchmarks based on 300 participating companies responses in B2B industries.

Profile of Survey Participants:

Respondents:
Senior executives responsible for call center strategy, management and/or operations.

Profile of 300 survey participants:
Call centers taking part in the study by size:

• 22% had 50 or fewer call center reps
• 19% had 51-150
• 14% had 151-500 and
• 46% had >500 call center reps.

The breakdown of the participation by major industry segments follows:
34% - financial services; 21% - technology firms (computer hardware, software, and communications organizations); 18% - professional services firms (technology services and business services organizations); 7% - non-high tech related manufacturing; 20% - other firms (outsourcing centers, healthcare, retail, travel, etc.)

This 55 Page report includes analysis and the summary Survey Questions and Responses.

• Executive Summary
• Methodology
• Call Center Focus: Service, Sales, Both
• Business Drivers Powering the Shift
• Change Management Issues
• Professionalizing the Call Center
• Looking Forward