The call center is rapidly changing into a multichannel contact center with serious cost, technology, and managerial implications.

In 1998, U.S. consumers made nearly six billion banking transactions through inbound call centers, or 18% of all transactions. We define transaction as one customer or prospect contact, ranging from simple rate inquiries to drawn out loan applications or problem resolutions. Because outbound calls are primarily solicitation or collection efforts, they tend to be handled through stand-alone departments and technologies, and they are not included in this article.

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