I've implemented/maintained several. Call centers are one of those things you try to keep as simple as possible. Generally speaking, you've either got one big o

I've implemented/maintained several. Call centers are one of those things you try to keep as simple as possible. Generally speaking, you've either got one big ole call center where anyone could take any caller at any time, or more specialized deals where the call center is divided into teams who are partitioned across the set of dial in numbers you prearrange the phone company to route. To get your metrics right, you don't want your queues doing weird things, because it's hard enough making sure you have enough bodies to keep the queue times short enough your customers will even bother. I put particular emphasis on getting my Call Center people exactly what they need to do their jobs quickly, because I don't see them as sunk cost, but an incestment in customer goodwill. Present a good face to the public, and be able to handle their problems, and they will either stick around or come back. It's an interesting piece of technology to set up and QA. The meeting of telephony and Internet is a section of tech I like to dabble in, because phones are cool.