European call centres go virtual

NEWS More and more European call centres are going to be built on a 'virtual' model, according to the latest Datamonitor report. Virtual call centres (VCC) link up agents in separate locations to function as a single entity for call-handling, management, reporting and scheduling purposes. The analyst house claims Europe will boast over 1,200 VCCs within four years - an annual increase of 46 per cent. Datamonitor also claims the US call centre market will grow at 32 per cent per year to 9,000 VCCs by 2003.