Project Review: Case Study White Paper Technology Overview Healthcare Manufacturing Pharmaceutical Portfolio Government Logistics Financial Business ProModel Financial Services Solutions saleshelp@promodel.com (888) 900.3090 www.promodel.com Client Genre Vertical Call Center Modeling at American Express American Express’ U.S. Card Operations division is made up of 4 major operation centers. At a macro level, we have approximately 2,000 employees in each center that handle a combined total of well over 100 million annual inbound and outbound phone calls. At the call center level, we have 24 different major functions, and over 100 minor functions. The card replacement call center and the credit operations call center, which are located in our Greensboro facility, are the focus f

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