Interesting call center market stats

On the The Taylor Reach Group's website, they have listed an amazing list of fascinating call center industry trends, including:

Workforce Optimization Technologies (WOT\'s) are growing at the rate of 12.1% CAGR
Datamonitor- April 2005

92% of customers form their opinion about a company based on their call center.
Purdue University

68% of Customers will switch brands based on a poor service experience.
Gartner Group

A Yankee Group study of 350 US and Candaian call centers has found that 24% of agents or 672,000 workers, work from their homes.

This number is expected to grow by 24% per year through 2010.
Yankee Group