The two use the same tool and buy it differently. A network is judging the publishers sending it calls; a call centre is training its own floor. Pick yours and you get the ladder that fits, rather than one that half applies.
You buy calls from publishers and sell them on to buyers, and you need to know which publishers are sending you trouble before a buyer tells you.
Your own agents are on the phones, and you need to know who needs training and which calls a buyer is about to reject.
Both, or neither? Tell us what you run and we will price it properly.
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