The domestic or traditional call center
involves an outsourcer who has call center locations around native
country for redundancy.
The Approach
For
cost effectiveness, the call center professionals usually
take calls for two or three clients whose data is ported to the desktop
via a secure connection from the
client's database into the
outsourcer's server.
Clients are sometimes given the
option of co-locating some
in-house customer service agents at the call center to work in
conjunction with
outsourcers' agents. The advantages of domestic
call centers include relative
physical proximity between outsourcer
and client, the ability to co-locate and
on-site troubleshooting.
The domestic call centers on the other hand,
involve higher cost
and usually a non-dedicated staff. These contact center specialize in
providing both inbound and outbound services.
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