In your point of view, in the fast growing industry of call center, what are the factors that makes it great?

I've always followed Brad Clevelands advice about this, he says that a world class call centre has these traits:

- Trait 1: They Have a Supporting Culture
_ Trait 2: They Know that Their People Are the Key to Success
_ Trait 3: They Focus Quality Around Customer Expectations
_ Trait 4: They View the Call Centre as a Total Process
_ Trait 5: They Have an Established, Collaborative Planning Process
_ Trait 6: They Have an Effective Mix of People and Technology
_ Trait 7: They Have a Practical Balance of Specialization and Pooling
_ Trait 8: They Leverage the Key Statistics
_ Trait 9: They Get the Budget and Support They Need
_ Trait 10: They Effectively Hurdle Distance, Time and Politics
_ Trait 11: They Are Willing to Experiment
_ Trait 12: They See the Possibilities

Key points missed here are that a CC actually answers calls and answers them in a reasonable amount of time and at the first point of answer.