Ekonomiczne Problemy Usług (Jan 2015)

Outsourcing call center w działalności przedsiębiorstwa

  • Andrzej Małachowski,
  • Jacek Małachowski

Journal volume & issue
Vol. 117


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The article presents the scope and form of call center outsourcing and its impact on the efficiency and effectiveness of the enterprise. Synthetic measures are proposed: the efficiency and effectiveness of the call center, which also are indicators of the effectiveness and efficiency of outsourcing call center: organizational, functional and technological. In the next part of the article included basic statistics for the outsourcing of call/contact center. The final section presents the benefits and shortcomings of outsourcing call/contact center and indicated the main directions of development of call/contact center and call center outsourcing.