The year 2011 will be the year when customer service will become a more efficient way of conducting business. As of now, BPO companies are making a conscious effort to cut down on hold times and the response time of the answering service agents. The use of quality CRM software makes it possible for the agents at the inbound call center to find out the solution to the caller's problem. Improved technology that pops up the required information about the caller and the problem on the agent's computer screen has revolutionized the response system at call centers.