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
President
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.

Christi Graybill
Customer Service Manager
Calendars.com
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
Consultant
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)

Andrew Peel
Service Delivery Manager
Datacom
Australia

"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)

Telesa Wilson-Finney
Correspondence Supervisor
Xerox
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:
# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com

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

Published: Monday, July 27, 2009

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Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
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