The Future of the Call Center Industry

Based on research conducted by the U.S. Small Business Administration (SBA), an independent federal government agency devoted to managing small businesses, small firms represent 99.7% of all employer firms, employ half of all private sector employees, and pay more than 45% of total U.S. private payroll.

In turn, small call centers and answering service bureaus control more than 70% of the total number of call center seats in the US. Compared with much larger call center operations, this part of the industry is mainly untapped in the offshore call center world mainly because of the problems they face outsourcing their operations offshore. Unlike large multinational companies with worldwide expertise and years of experience outsourcing their outbound and inbound call center, helpdesk, technical support and customer services, SMEs do not have the same experience and presence in offshore locations. This makes it more difficult for them to offshore their business. This is where Magellan plays an important role.

We are a company focused primarily on Small to Medium sized businesses in the contact center industry. Magellan is a company that can effectively service the concerns of SMEs which may have minimal structure and are highly dynamic. This is where the future of the call center industry and for Magellan Solutions.