据有关统计资料表明，企业呼叫中心日前已成为全球信息产业的一个极其重要的组成部分。截止１９９８年底，全球企业呼叫中心的市场总产值已达到２３０亿美元，预计到本世纪初其产值将突破１ ０００亿美元大关。近年来，我国的电信、银行、保险等企业已经开始建立自己的呼叫中心 According to relevant statistical data, the enterprise call center has become an extremely important part of the global information industry. By the end of 1998, the global market value of corporate call centers had reached 23 billion U.S. dollars. It is estimated that by the turn of the century, its output value will exceed 100 billion U.S. dollars. In recent years, China’s telecom, banking, insurance and other companies have begun to establish their own call center