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Open callcenter
is an emerging concept to provide solution for the inbound callcenters
The core idea of open callcenter is to serve a user by the users
The biggest problem in the inbound callcenter is scarcity of the agents during peak hours
and at the non peak hours some of the agents might sit idle
The idea behind the open callcenter is some of the queries asked by the customers
can be solved by some other customers also
so distribute those queries to the group of people where any one can answer for the question
if the question has not been answered by any one then the agents would take care of that
References
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