I'm not so sure any more about the term "call centers." Although there probably still are call centers, clearly there are at least some reservation agents who now work from home.

I recently made a reservation for this fall. When the Marriott representative saw my email address, it turned out that she had recently retired from the company that I work for. In chatting with the CSR, I learned that she had moved from my state and was now working part-time from her home computer (in Ohio) for Marriott. Her home computer was set up so that she had full access to the Marriott reservation system.

I think this makes good business sense. It saves Marriott the expense of renting all that office space, and it allows the individual employee the comfort of working from home. As a customer, I like dealing with happy employees.