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Article : Nothing Ever Comes Easy!

Contact center managers always speak of the passion required to succeed in this field. But even the most passionate and dedicated leaders are faced with difficulties and challenges that put all their experience and skills to the test. Industry professionals tell us what they believe are the harder aspects of running a contact center.

Parthasarathi Ray
Call Center - Consultant
TechMahindra
India

"Attrition"

About TechMahindra

Tech Mahindra is a leading provider of solutions and services to the telecommunications industry with a majority stake owned by Mahindra & Mahindra Limited, in partnership with British Telecommunicati... (read more)

Marius Swanepoel
General Manager Contact Centre
Volkswagen Group South Africa
South Africa

"Acquiring new business in the call centre is particularly challenging. To avoid the call centre taking business and responsibility which does not ultimately belong there it is imperative to always follow a project approach before deciding to take on new business. It is imperative for you to understand your client needs in detail (assess viability, determine the correct channel, estimate the deployment time, calculate high level costing, determine the relevant stakeholders, and document a project plan). During the design phase IT solutions, capacity planning, recruitment methodology, training and development, as well as QA processes and reporting requirements need to be considered. The implementation phase requires training, user testing, quality assessments, and communication to stakeholders. During the operational phase it must be determined if the desired goals are being achieved and appropriate measures must be put in place. Finally during the measurement phase, it is imperative to determine whether the desired business goals and objectives have been met and to make adjustments where necessary"

About Volkswagen Group South Africa

Volkswagen Group South Africa is a wholly owned subsidiary of Volkswagen Group AG and employs in excess of 5000 people. The Volkswagen Group comprises eleven brands: Volkswagen, Audi, Bentley, Bugatti... (read more)

Cheryl Hartle
Operations Center Manager
EQT Corporation
United States

"Ours is a contact center within a company whose core business is not a contact center - It is difficult to get folks beyond legacy organizational structure issues. In a contact center environment where that is core business - generally the lowest paid employees are called upon to make the money. Getting buy-in and selling management on captial expenditures for equipment and software which is the life blood of the call center. People pushing to shorten training times and still expecting performance."

About EQT Corporation

Founded in 1888, Equitable Gas Company provides natural gas distribution services to over 275,000 residential, commercial and industrial customers located mainly in the city of Pittsburgh and surround... (read more)

Suresh Dakshina
President
United States

"Executing the projects on-time
Managing client relationship
Meeting & exceeding client requirements
Understanding our own call centers strength and weaknesses
Identifying the niche market based on their call center strength"

Rehan Ur Rehman
Head of Support Center- Customer Operations
Ufone
Pakistan

"controlling turnover, career paths of agents, motivation"

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)

Peter Mooney
Call Centre Operations Manager
Holiday Extras Ltd
United Kingdom

"The overall balancing act of delivering what the customer wants, what the Business needs and what our staff would like."

About Holiday Extras Ltd

Holiday Extras is a UK-based company which provides airport parking and airport hotel packages, making arrangements for more than five million travelers a year.

Ipek Aydin
Operator
Aksigorta
Turkey

"The hardest is to find the right staff when needed, the hiring process is slow."

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: Wednesday, July 15, 2009

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2024 Buyers Guide

Get Listed

SaaS Solutions

1.)

CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)