The approach being used more recently by at least one software provider I know about is to link all of the call centers in a geographic region together. Extra

The approach being used more recently by at least one software provider I know about is to link all of the call centers in a geographic region together. Extra calls in one municipality get sent to another where people can handle it. Outsourcing is a bad idea, because "we're at the walmart by the high school" is significantly easier for locals to understand than it would be for someone in "an advanced call center". I know that, ideally, the technology would be good enough that the person doesn't have to say where they are, but that isn't the reality at the moment