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The Call Center Matrix

Those who operate call centers, classify their activity in two ways. The first is if they handle inbound traffic or outbound traffic; the second is whether they are an in-house or outsource operation. Therefore, there are four possible outcomes.

  1. An in-house call center, doing inbound work
  2. An in-house call center, doing outbound work
  3. An outsource call center, doing inbound work
  4. An outsource call center, doing outbound work

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