Nearly 4 out of every 5 call center managers—78% to be exact—said that getting reps to “follow a script” was a primary focus, but only 38% of scripted calls were actually successful.

I recently had a very positive experience with a company that had clearly outsourced their call center, but had put a very wise and flexible process in place. My call was answered by a young woman ...

But call centers, for the most part, are still an in-person business, particularly for banks. Banks prefer to record every call a customer has with it, for legal protection.

FLORENCE, Ky — Citigroup Inc. closed its Florence call center for several hours Monday after it learned three employees tested positive for COVID-19. The company informed call center employees ...

UPDATED STORY (03-25-20): East Hills Business Park call center now says employee lied about testing positive for COVID-19 • • • • • • • • • ORIGINAL STORY: A worker at one of ...

The state announced today that its general call queue for unemployment insurance assistance will be unavailable today after a staff member tested positive for COVID-19.