You've probably never wondered what happens before and after the annoying sales rep calls you trying to sell you something that you don't think you need.
You'd be surprised to find that the call centre is a complex hive of activity and CEO of the national call centre body, Gareth Prichard explains why the call centre industry could do with more growth.
This week Bruce takes a look at the science of running an effective call centre:
This article first appeared on 702 : The Science Of ... Call Centres