Banks are beginning to realize that their call centers have to relinquish traditional staffing practices and reach for more mature, qualified and better paid employees with a future in the bank. This is particularly important now that bank management is set on turning these cost centers into profit centers, where customer service reps make sales calls, marketing sophisticated financial products.

But fundamental, structural issues specific to call center operations could make that tricky considering call centers were established as a by-product of electronic banking, staffed with people who were hired to answer calls about account balances.

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