Russian market of outsourcing call centers is growing. Increases it in qualitative and quantitative terms, the emergence of new call centers, says the growing interest of Russian business to this kind of information services. In turn, grow and the possibility of the Call Centres, the range of services, expanded hardware capacity, increasing the number of operators at call centers. In this race for the client it is worth noting the main challenges before any of the Call Centre. Growth in the market must be accompanied by and increase the quality of services call center.

This does not happen because not every new call center has the hardware capacity that can meet the increasing customer demands. Because the main cash flow of the market goes through call centers, capable of giving the best services for the most demanding customers. Specialists call centers to quickly and clearly provide implementation of the client's request as soon as possible, and regardless of complexity. Processing outsourcing call, which wants to become a market leader, the large flow of incoming phone calls that are received by the hotline in during the peak of the advertising activity of the company to promote a product or service the customer. Not one phone call should not be lost.

Operative treatment of databases derived from the advertising company should be handled by call center in the shortest possible time, and given the project managers for analysis. It plays an important role reliable software support specialists Call Centres. Regardless of the burst of an incoming phone calls, the number of calls on other lines of communication, as part of companies, call center, which tends to occupy a leadership position must by 100% to cope with the flow of calls that are guaranteed to provide its customers with excellent service and complete processing of all incoming calls, and thus in the shortest possible period of time. Correctly handle incoming telephone calls and other not less important task facing the Call Centre. Here the main role played by human factors. Regardless of what the consumer wants, and the potential buyer, for which particular issue it addresses, well-trained call-center operators should not only an instant to react and respond to his call, but immediately give the caller the whole accurate and current information, the information provided by the client company required by the contract volume. When outgoing calls, call-center operators, regardless of the type carried out by the company and the project – a questioning, active sales, informative telephone calls or interviews. Should be in a contract order to convey to all citizens information, record the answers in the project database, to transfer for further processing and analysis, call-center or other third-party analytical podrazdeleniyami. problem lies already in technical and organizational plane – is the ability to scale capacity and operational lines of call-centers. It happens that at certain points in time (spikes and peaks of activity), from call-centers may require rapid increase in the number of resources, and operators. I must say that here without the highly skilled professionals can not do. Similar problems of organizing the work of call-centers are solved with the application of mathematical theories and methods of queuing theory service, queuing theory, and so on. At large flow of information to organize the work call-center professionals without solid theoretical base of knowledge is impossible. So that the hotline service is much needed today Companies should remember the number and call center