I agree with Deepak when he says:
‘Infrastructure is one thing and running a successful call center is another thing.’
Although he has focused only on the Technology part of Infrastrucutre, it is very important to give equal importance to ‘People and Processes’ as, it is my experience, that just technology cannot do or achieve much and without motivated People and the best practice Processes the venture is doomed !!
We are working with a number of Contact Centers in India and it is a fact that a number of them do not give enough importance to these factors and as such loose out.