Contact with customers from anywhere is an element of the outsourcing strategy, which especially affects telemarketing and after-sales service departments. Most corporations use outsourcing in these areas, while maintaining constant communication with the call center and the possibility of flexible team management. An argument supporting the development of the industry is the economic effectiveness of such solutions.

The work of contact center consultants is supported by a professional infrastructure, including advanced and user-convenient hardware and software capable of handling various channels of contact, the so-called omnichanneling. Data collection and security is another indispensable element of call center work.

The quality of work in a contact center is determined not only by the solutions available for consultants, but also by the opportunities for personal development. Training and video contact are essential in this respect. Videoconferencing is the main channel of communication between trainers and consultants, and video chats are a new dimension of customer service.