But while growth may slow down, CCAP believes call centers remain an economic force as more operators begin moving into non-voice services such as transcription and back-office work.
PeopleSupport, for example, one of the largest operators, has expanded into transcription and 'captioning' services after recently acquiring U.S. service provider Rapidtext Inc.
By offering non-voice services, operators are trying to maximize day shifts since call centers operate primarily at night.