The Global Association for Contact Center Best Practices & Networking

In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
I believe the greatest challenge has been the attrition due to high costs leading to financial crisis in the contact centers. The contact centres decided to downsize the manpower in the centers.


Why do you believe has this been a challenge?
I believe this is a challenge as contact centers lost the best manpower from their centers being the salary cost as well as extra manpower employed.


Do you feel the service you personally get as a customer is better or worse than it was a year ago? Please share some examples to illustrate your view.
I think the service has deteriorated as not getting the exact response expected and people are not trained. I called up one of the contact centers attached to a MNC brand to enquire about certain products and didn't get the satisfactory response and information.


How do you intend to improve your contact center in 2012?
I think need to educate them more about the product as well as the soft skills which is missing. Next important point would be that the executives should not be asked to stretch as this impacts the call quality and their health directly leading to stress/attrition.

The setting of the expectations should be done in the right manner along with the clear guidelines related to the Service Level Agreements keeping in mind that the customers are the priority for the clients and Service delivery with Quality.


What contact center technology or other innovation excites you the most as an Executive in the contact center industry?
Avaya Real Time Monitoring along with a good Work Force tool really excites me alot. Real Monitoring displays whats happening on the floor and keeps all the Supervisors on their toes.


What has been the most important contact center related conversation topic in 2011 and what are your views on this?
Contact Centers Management along with effective People's management. The new technology effectiveness for the centers.I believe the contact centers operations run on people, technology and the stability in the business and growth afterwards.Being the face of the organisation, the contact centers should


Lastly, what do you think 2012 holds for the industry?
This is going to be good in 2012 as things are going to change though there is recession right now across the globe and this will improve from March 2012 onwards.

About Trends Consulting Private Limited:
We are providing the business to all the contact centers and BPOs from different clients as well as we also provide consultancy in setting up the new centers anywhere in the world.