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Dwi Prasongko
Call Center Manager
Julie-Anne Hazlett
Head of Communications and Quality
Rippeon Fong
Programs Specialist

Article : A Mountain of Challenges

Without challenges to overcome at work, the workday would be mighty dull. But the continuous challenges faced by Contact Center professionals are a true test of the limits they can handle. Find out what Industry professionals believe to be some of the biggest challenges they face today.

Christopher DeVany
Pinnacle Performance Improvement Worldwide
United States

"I see the biggest challenges facing the contact center industry as:
1. Increasing the number / percentage of "quality contacts", defined partially as including highest level of customer satisfaction, in outbound situations often as both reaching the intended contact and gaining the desired result (a collection, sale, lead, etc.)
2. Reducing call time per contact
3. Managing costs more efficiently in our contact center"

About Pinnacle Performance Improvement Worldwide

Since 1994, Pinnacle Performance Improvement Worldwide has been helping organizations to improve performance, with a focus on management and organization development.
Stephen Nolan
Delivery Excellence Manager Global Service Delivery Americas
United States

"Acceptance and support for technology advance from the customers / end users. They tend to want efficiency to drive down costs but are somewhat reluctant to manage the end user adoption of new processes or technologies."

About Hewlett-Packard

Hewlett Packard (HP) is a computer technology company founded in 1939 by Bill Hewlett and Dave Packard. They are best known for manufacturing computer peripherals such as inkjet printers, laser printe... (read more)
Amy Mortenson
Call Smarter
United States

"[Amy Mortenson] I think one of the biggest challenges is getting the appropriate training into a center so that EVERYONE can be successful. Not only the agents on the phone, but the team leaders, managers, quality and the training department. When staff are effectively trained to do their jobs the center works as a whole unit vs. being "sectioned""

Christi Graybill
Customer Service Manager
United States

"As a very seasonal organization, I think our biggest challenge is finding qualified, quality applicants who are willing to work for such a short period of time. As a small contact center, our struggle is to find state of the art technology at a cost we can afford. In addition, our Disaster Recovery options are very limited due to the cost of implementation."

Dave Kielkucki
SCC Services Group
United States

"Having the opportunity to visit a number of contact centers the two major challenges I see facing the contact center industry today are training and customer service delivery. On a daily basis I see indifference on the part agents to resolve customer service issues which results in both loss of customer loyalty and employee turnover. As economic times become more difficult there is a tendency to reduce costs by driving call metrics and eliminating training and quality assurance monitoring. Previously high performance contact centers whether proprietary or third party provides lose their competitive advantage and become "one of the pack". As the economic cycle improves those centers that lost high performing agents and revenue producing customers tend to spend more dollars to recover then if they managed the economic cycle better by taking advantage cross training opportunities of employees in the call center and other back shop activities."

About SCC Services Group

In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are ask... (read more)
Karen Citrone
Director Of Corporate Communications
The Bateman Group

"I am submitting VoiceObjects’ response on behalf of Bonnie Crater, SVP of Marketing. - The biggest challenges for call centers today are the ability to balance service quality with service cost and to leverage service operations in revenue programs. Over-the-phone self-service is a great solution but many poor implementations using old technologies and old designs are in place today and many customers prefer to talk to an agent. New systems must be implemented that go beyond a ‘one size fits all’ interface design. Companies should build and deploy personalized phone self-service applications that "remember me," "adapt to me" and "never fail me". In addition, a new younger mobile phone generation can take advantage of new popular interfaces such as text, video, and mobile Web channels which offer additional cost savings to companies."

Andrew Peel
Service Delivery Manager

"Attracting and retaining talented people within the industry. A recent survey I viewed showed over 70% of people resigning from contact centre roles were leaving the industry all together. This represents the loss of a large amount of knowledge and skills each year. In order to reduce this rate further work needs to be conducted on raising the profile of the career opportunities available within the contact centre sector. As the profile of the industry rises and we turn more cost centres into profit centres the contact centre will play a even greater part in the overall strategy decisions of companies. This will in turn lead to changes in the salary & incentive packages, development opportunities and the profile of contact centre professionals thus attract and retain talented people within the industry."

About Datacom

Datacom is one of the largest Technology Service Company's in Australasia region. We have a 40 year history specialize in delivering a brand customer experience for leading global Technology companies... (read more)
Hari Raghunathan
Sr. Manager, Operations

"- How do I standardize my delivery process?
- How do I achieve consistency in effort and result across all my people?
- How do I make people focus on enhancing understanding of new technologies, markets while ensuring no hit on base numbers?
- How do I run multiple initiatives across functions without affecting productivity… process standardization, automation, quality management, hitting sales targets
- How do I ensure that market trends are captured and that is transferred back to the campaign planning teams?
- Where do I draw the line when it comes to customer expectations?
- How do I manage attrition?"

Nancy Massey
Director, Client Services
Yellow Pages Group

"Customers today have a choice on how they want to communicate. Maintaining a consistent level of service for customers despite their method of communication is quite the challenge. While the main focus continues to be on the service level of calls, at the same time, we need to ensure to respond in the same fashion if the client chooses to email, fax, or mail in their request."

About Yellow Pages Group

Yellow Pages Group (YPG) is a Canadian directory publisher. YPG published its first directory in 1908.
Martin Kaczynski
Business Architect
Royal Bank

"Presenting a consolidated view of the customer to the sales/service agent. This is a challenge because the RBC Insurance business has a heterogeneous back-end (due to growth of the Insurance business via acquisitions) with challenged interoperability."

About Royal Bank

The Royal Bank of Canada serves seventeen million clients and has 80,100 employees worldwide. The company's primary corporate offices are located in Toronto, Ontario, while it is officially headquarte... (read more)
Tara Smith
Senior Manager, Call Center Operations
American Academy of Dermatology
United States

"In the United States I think the biggest challenge is sort of two fold. On one hand competitive compensation and benefits and the other global competition. I see jobs dwindling in the US for contact centers and those that remain face tough decisions when it comes to workforce management. I don't think that contact centers have reached that global network level yet."

Stephen Diss
Call Center - Operations Manager
Fisher & Paykel
New Zealand

"The three biggest challenge I face at the moment are recruitment, training and retention. Trying to get a flexible roster for the consultant that also meets the needs of the business is a constant battle."

About Fisher & Paykel

The Fisher & Paykel Finance Group is a member of Fisher & Paykel Appliances Holdings. For over 30 years the business has grown and developed as an established provider of financial services offering... (read more)
Kristopher Nunn
Director, Call Center Operations
Bankers Warranty Group

"I think offshore outsourcing is such a big issue right now. On the operating cost side, it makes financial sense to do business off shore. From a customer standpoint, customers have long since been advising us of the issues they experience in dealing with offshore contact centers. There have been strides with regards to the customer service being provided, but I think in order for offshore to work, your customer has to buy in to the value they provide. Although, a customer's primary focus is not typically how much it costs to resolve their issue but getting it resolved."

About Bankers Warranty Group

Bankers Warranty Group (BWG) is a leading provider of insured extended service plans in the United States, Canada and Puerto Rico covering a variety of consumer products. With over 25 years experience... (read more)
Michael Muldoon
Customer Service Manager

"The biggest challenge we face is bad press, associated with easy targets. I'm thinking about the Channel 4 UK programme recently, "Phone Rage", and the response in the media to it. If the programme makers had visited a centre with a Quality Standard Accreditation, they might abandoned their idea. But it's up to us, we have to help our colleagues improve, so there are no easy targets left."

About Diageo

Diageo is a premium drinks business offering spirits, wine and beer.
Marquisha Bridgeman
Manager, Member Communications and Marketing
Pace Professional Association
United States

"Tim Searcy - President, ATA -People - Hiring, training, and managing sufficient personnel to address the variety and increasingly complex needs of the corporation is a daunting task. My discussions with organizations worldwide bears out that this problem is global, even in countries with an abundance of available labor, quality and skills are lacking. Customer Outrage - Consumers are fed up with companies that are unresponsive to their service and sales needs by phone. Consequently, for the channel to remain viable and for the benefits of live operator to continue to accrue, companies and the industry must do a better job of First Call Resolution, respecting customer opinions and delivering on the brand promise. Regulation - Without a doubt, regulation worldwide continues to be a problem for everyone in the channel. The vast and increasing number of regulations as well as the international ramifications are becoming more than a compliance nightmare, these are turning into channel stopping actions."

About Pace Professional Association

PACE is the only non-profit trade organization dedicated exclusively to the advancement of companies that use a multi-channel approach to engaging their customers, both business to business and busine... (read more)
Clive Longbottom
Service Director
United Kingdom

"It depends on the contact centre, but the main challenge across the board tends to be agent retention. The use of "cheap" offshore contact centres has driven down costs, but has also driven down the quality of the agent. Whereas a 10% or even a 30% churn rate can be dealt with and new agents still trained to a good level, churn rates as high as 80% are being seen in some offshore centres. This means that it is uneconomic to train the agents - and so quality gets worse, which means that customers are less happy and take it out on the agents, who then have lower morale, and so leave, which ups the churn rate, which means that less training is given. In other words, a classical spiral downwards.

The best way to get around this is to use technology which supports both scripted discussions and helps with moving away from the script. Fast-responding knowledge bases, expert routing, multi-discussion capabilities and so on, all help in providing the agent with the information they need to support the caller - so keeping the caller happy and in doing so, keeping the agent happier and less likely to leave."

About Quocirca

Quocirca provides industry research and analysis services, along with marketing collateral and strategic services to ITC vendors worldwide.
Vesna Ivanis-Luksa
Call Center Manager

"Agent turnover - is it really necessary to measure everything what is measured in contact centers today - how to avoid unnecessary calls and push customers to use alternative channels of communication without negative influence to customer satisfaction - awareness of contact center importance on company level"

About A1

VIPnet is the first private mobile network operator in Croatia. It has been operating a GSM network since July 1999.
Kevin Milewski
Product Marketing Manager
United States

"A hidden challenge... all Contact Center agents use both a phone AND a computer, yet today's quality and performance management solutions still focus primarily on the phone. Call Recording products offer screen snapshots to record agent computer activity, but screen snapshots alone are insufficient in capturing ALL activity. They often miss important details, and snapshot images cannot be summarized into useful reports. Even the most expensive Quality Monitoring solutions only record a few other basic activities such as chats, emails, agent logon/logoff and program launch/exit times. These Contact Center offerings lack the ability to record and measure ALL agent activity on the computer and the network. You can't manage what you can't measure, and to fully manage Contact Center performance, security and compliance managers need a complete picture of both phone AND computer activity. Just like Call Recording does for phone activity, computer monitoring captures EVERY detail of what agents do on the computer. Use computer monitoring software as part of a total quality and performance monitoring solution to manage ALL agent activity - on the phone AND on the computer."

Telesa Wilson-Finney
Correspondence Supervisor
United States

"Proper selection and training of contact center management staff."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - How To Choose Speech Recognition

Read today's tip or listen to it on podcast.

Published: Monday, July 27, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...

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