Strong Call Center Technology Growth Forecasted

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The amount of call center systems installed in centers around the country is expected to experience double-digit growth over the next five years, according to a recently released report form the Pelorus Group, Raritan, NJ.


There will be 117,207 call center systems installed in centers around the country by 2003, an 11.1 percent compound annual growth rate from the 69,620 installed at the end of 1998, according to the report Customer Relationship Management: A New Call Center Paradigm, released this month.


The amount of agents is expected to top 5 million over the next five years, though growth in the amount of agents will not match the pace of growth in the amount of call center systems.


The number of call center agents is expected to reach 5, 307,018 in 2003, compared to 3,305,360 at the end of 1998, a compound annual growth rate of 9.9 percent.

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