With recent regulatory developments in the industry and routine call center functions moving to offshore teleservices vendors, there is no time like the present for the Call Center Research Laboratory established at the University of Southern Mississippi a few weeks ago.
The CCRL, led by USM professor David Butler, aims to be the first international research facility dedicated to the collection of trend data, technology development and call center education with the application of an academic, scientific methodology.
This isn’t a marketing spin factory — in other words, politicizing the push of low-paying, low value call center jobs to vendors in India and the Philippines. The laboratory’s mission ties it to all stakeholders in various parts of the world and expects to arm them with data from vendor partners, industry associations such as the National Association of Call Centers and academic experts worldwide.
“In short, we want to be the repository for solid research-based and valid data for the industry,” Butler told CRM Buyer.
For this complete story, please visit New Academic Center Studies Call Center Industry.
