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TRAINING IN CONTACT CENTERS

Article : Contact Center Challenges of 2009

The last several years have been rather challenging for all business sectors, and while on the teeter-totter of recovery, we are still unsure how the future will affect us. We asked contact center industry professionals what has been some of the greatest challenges of the past 12 months.

Ken Reid
Marketing Director
Rostrvm
United Kingdom

"In an extraordinary year, against the backdrop of recession, the contact centre industry has had to face a stronger shift in customer expectations. They are demanding higher standards, a faster service and better value for money. Alongside this, contact centres are having to comply with tighter regulations relating to customer service, such as those dealing with abandoned, or silent, calls."
About Rostrvm

rostrvm software systems support inbound, outbound and blended management of live and automated telephone calls and multimedia contacts. rostrvm’s innovative desktop presence drives efficient proc... (read more)
 
Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"I think that contact centres have had to become more client focused, to retain existing accounts, ensuring that their service levels and customer experiences are consistent and top of their league. Training and coaching has seen more in-house activity, due to budget constraints and stronger business cases have had to be made for priority purchases.
Staff attrition has had to be reviewed, as a two fold activity, to ensure that good agents stay and less impressive staff are trained and coached to become acceptable and consistent."

 
Lou Krost
VP Workforce Optimization
Chase
United States

"The greatest challenge for the contact center has been the numerous changes companies have made to their business models and strategies. Due to a sagging economy, executive management have been expected to develop navigational solutions within uncharted waters."

 
Ring2 Dashboards & Wallboards Free Trial
Teresa Sinel
Director of Brand Ambassador Relations
VIPdesk Connect
United States

"Our greatest challenge as an industry continues to be in the area of customer satisfaction. With call center operations collectively earning the equivalent of a "C" grade in industry-wide surveys, we clearly have a long way to go to consider ourselves even meeting standards. I don't know of any call center out there that accepts scores in the mid-70s from its representatives, yet that is what customers tell us we've been delivering."
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
 
Salah Mahiout
Software Development Director
Voxdata
Canada

"To "survive" the economical crisis and maitain our service quality, despite losing few clients."
About Voxdata

Since 1995, VOXDATA has been supplying innovative, contact center solutions 24 hours a day, 7 days a week to meet all frontline customer relations needs in a variety of industry sectors. We are well p... (read more)
 
Milena Linhartova
Customer Service Director
Skupina ČEZ
Czech Republic

"The contact center industry had to face impact of the financial crisis"
About Skupina ČEZ

The CEZ holding is the biggest power company in Central and Eastern Europe. It provides sales and distribution of electricity and gas in the Czech Republic. The unit „CEZ Prodej“, is responsible for t... (read more)
 
Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"Providing excellent customer service while under severe cost constraints"
About Ventana Research

Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology tr... (read more)
 
Dr. Hüseyin Gungor
Chief Customer Officer
emotional loyalty
Netherlands

"Last year’s challenge was almost same for everyone "more with less." And this was also the challenge for many contact centers in 2009."
About emotional loyalty

Customer Experience Research & Advisory
 
Dru Phelps
4D Value Partner, in private practice
United States

"When investigating Agent Satisfaction in 2009, the recurring reply rated as an issue has been:
"Our department has enough Agents for the workload we handle" and
"The work is fairly distributed within our center.""

 
Suzanne Pettigrew
Senior Manager
Northern Tel & Telebec
Canada

"I think the focus is on being highly competitive in the contact center industry. Ranging from: focusing on providing the BEST customer experience, while ensuring to be a highly profitable sales focused organization, while ensuring efficiencies, effectiveness , all while ensuring to attain a competitive cost to running the contact center."

 
Colette Yee
Director of Strategic Marketing
Genesys
United States

"Given the tough economic environment, budget constraints and headcount reduction, contact center executives have to think outside the box to achieve the operational efficiencies and resource productivity they desire.

At the same time, they have to deliver the intended customer experience that resonates and reflects their brand promise. The contact center is one of the remaining human bridges between the company and the end-customer, and is the best avenue to establish an emotional connection with the customer. A stellar or atrocious customer experience at this critical point of contact can make or break a customer relationship. However, this role is often under-recognized in today’s cost-preoccupied environment.

To stay relevant to the organization and the stakeholders, the contact center has to constantly reinvent itself. Finding smarter ways to balance the quality-cost ratio, leveraging existing assets with minimal capital expenditure while expanding the contact center from a cost center to an insight and revenue-generating center, have been and will continue to be the key aspirations of the contact center industry."
About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in... (read more)
 
Wido Pratikno
Corporate & Personal Life Coach
CV.Bimasakti Citra Utama
Indonesia

"Manufacture & agriculture"

 
Paul Turner
Chief Operating Officer
Vonage
United Kingdom

"The biggest challenge in 2009 has been the need to do more with less resource. The difficult economic climate has seen a cut back in resources at many businesses, with staff levels being reduced but companies still expecting the same or even more activity.
Businesses are suffering because of a lack of cash – either to set up an expensive and complex telephony system; or because there are hidden costs within the solution they already have."
About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
 
Robert Mensah
Public Relations Officer
Ghana Customs Service
Ghana

"Meeting clients' interests in a quick turn-around manner"

 
Chris Tranquill
Group President
Xerox
United States

"The biggest challenges in 2009 centered on reduced call volumes due to a slowing economy. Consumers are spending less which translates into fewer inquiries into customer service centers. Buying cycles grew longer in an effort by businesses to spread outsourced call center costs out into the future when the economy is more stable. This lead to an increased focus on cost reductions for companies and call centers.

Also many companies still do not fully understand how service providers like ACS can leverage technologies like social media and analytics in the call center environment. They are both enablers of new markets and new delivery models for the call center industry as well as changing the dynamics of a traditional call center business model."
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)
 
Reid Houser
Vice President
Sitel US
United States

"The greatest challenge of the last 12 months has been the erosion of call volumes associated with declining customer demand for products and services. The telecommunications and travel and tourism sectors were hit particularly hard by the economic downturn, which in turn affected the contact center industry. Call volume decreases are a direct reflection of dampening in new customer sales, activations, reservations, claims, product releases and account opens."
About Sitel US

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a worldwide provider in outsourced customer experience innovation. Wit... (read more)
 
Israel Beniaminy
Senior Vice President, Product Strategy
Clicksoftware
Israel

"NOTE TO EDITOR: Thanks for your invitation to answer these questions. Please note that I work for a software company (ClickSoftware) that is a vendor of contact center solutions, primarily in the area of workfore mangement and optimization. It wasn't clear to me whether you also intended vendors to provide views for this feature.

ANSWER TO QUESTION 1: More than ever, the contact center's greatest challenge this year was the ability to provide excellent service while streamlining operations, via optimizing the workforce's efficiency."
About Clicksoftware

ClickSoftware is a provider of end-to-end service chain optimization solutions that maximize revenue and customer responsiveness while minimizing costs.
 
Sadruddin Salim
Sr Manager Contact Centres
Ufone
Pakistan

"Decline in business, it is more related to the global recession, but, the impact has been pretty significant and visible."
About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
 
Gerry Brown
Chief Customer Rescue Officer
The Customer Lifeguard
United Kingdom

"The pressure to reduce costs while still providing a great customer experience and realizing that there is only one loser when costs are cut - The customer"
About The Customer Lifeguard

The Customer Lifeguard, is on a on a mission to rid the world of bad customer service and knows that delivering a great customer experience isn’t just a “nice to have”, but a serious contributor to th... (read more)
 
Divyan Gupta
Founder and CEO
Keshiha Services
India

"Trying to achieve the right balance between performance and cost cutting."

 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"In the Philippines alone, the greatest challenge it had deals mostly with retention. Attrition rate have increased dramatically and resources to replace them have become scarce."
About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Daman Adlakha
General Manager
BPO PLUS WLL
India

"The greatest challenge the contact center industry faced during last 12 months is of getting the new business for the call centers. This is due to world wide recession and has affected all the industries across the globe."
About BPO PLUS WLL

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries. ... (read more)
 
Jennifer McLeod
VP of Business Development
Teleperformance Canada
Canada

"Maintaining a positive employee moral in the face of economic change and uncertainty and being able to communicate in such a way as to demonstrate that we are using this time to strengthen our internal processes and procedures."
About Teleperformance Canada

Teleperformance Canada offers four modes of outsourcing partnerships (outsourcing, co-sourcing, buy-out & facilities management) that enables you to find the most efficient framework while refocusing... (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 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Do Your Agents Have All The Right Tools?

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

Published: Friday, January 22, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 
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