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Call centers ramp up VoIP Though adoption hasn't climbed as swiftly as predicted, the outlook for growth is still positive, report says. Almost half of the call centers in North America will use voice over Internet Protocol systems by the end of next year, according to new research. CNET 8/18/6

Siting a Call Center? Check Out the Mall First When Amit Shankardass scouts locations in various countries to set up call centers for U.S. businesses, he usually heads to the local shopping mall. There, he counts the number of Hollywood films showing at the theaters, observes how sales clerks approach customers and strikes up conversations with store managers. He asks how long lunch breaks are, as a way to gauge work ethic. "The mall is one of the best places to get a sense of what the underlying culture of a city is," says Mr. Shankardass, senior vice president for ClientLogic Inc., a Nashville, Tenn., firm that sets up and staffs call centers for companies such as DirecTV Inc., Sony Corp. and TiVo Inc. WSJ.com 7/6/6

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