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Article : Why Has Last Year Been A Challenge?

We know that the last few years have been challenging for many businesses, but we wanted to know why in particular it has been so with the Contact Center industry - and who best to ask but industry professionals.

Ken Reid
Marketing Director
IMImobile
United Kingdom

"Customer expectations have risen and trying to meet them requires investment. Recession has meant that contact centres need to deliver more for less at a time when they are also having to deal with the impact of the growth of the internet and other electronic communications."

About IMImobile

IMImobile is a cloud communications software and solutions provider that enables companies to harness mobile and digital technologies to better communicate and engage with their customers. Organisatio... (read more)

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"The recession has demanded that spending is kept to a minimum and as a result, people are looking internally for solutions."

Lou Krost
VP Workforce Optimization
Chase
United States

"Obviously, the economy has forced many businesses out of the market and forcing others to do more with less. In my industry, loan defaults are higher than previous years and trends are far less predictable. Creativity will be key in 2010 for contact center managers in coming up with innovative ways to manage call center metrics and reduce costs."

Milena Linhartova
Customer Service Director
Skupina ČEZ
Czech Republic

"We had to handle big stress on cost savings, headcount cuts but to not decrease quality."

About Skupina ČEZ

The CEZ holding is a 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 the whole s... (read more)

Richard Snow
VP and Research Director
Ventana Research
United Kingdom

"Like everywhere else in the enterprise, contact center budgets have either been cut, put on hold or a combination of both"

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

"Some contact centers did not see "more with less" as a challenge, but as a verdict. So, they were demoralized, unmotivated and even counterproductive... Some other contact centers, however, realize that it was the year to work with creativity. And they found many ways to improve productivity and morale in their centers even their budgets were tighter than ever. And we have seen their wonderful success stories during the Top ranking Performers events around the globe."

Dru Phelps
4D Value Partner, in private practice
United States

"The Customer Call Center is dynamic in these economic times. Do more with less has cut cost without ensuring quality for retention. More calls are coming in as less service is provided at the point of sales, thus the customer will dial in for information and answers."

Suzanne Pettigrew
Senior Manager
Northern Tel & Telebec
Canada

"Customer expectations are high, contact center industry is flurishing with technology and contact centers are a worldwide offer at very competitive rates. The contact centers can be ran from any country to serve any customer in the world with the technology making this seamless"

Colette Yee
Director of Strategic Marketing
Genesys
United States

"The drive to offshore and outsource contact centers for cost reduction purposes without taking the total customer experience into perspective, has damaged quite a few reputable brands’ image and cost them much goodwill and subsequent customer wallet share.

The same goes for the deployment of IVR designed merely to deflect calls and "frustrate" customers rather than to assist and serve. Technology is meant to enable and empower, not to replace, the human element in any meaningful interaction.

On a macro level, the challenging economic environment in 2009 resulted in a tightening of belts and closer scrutiny over every expenditure. The contact center industry responded by linking projects and investments to corporate goals and KPIs (key performance indicators), with supporting business justification and hard metrics."

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)

Robert Nana Mensah
Communication Consultant
African Business Communication
Ghana

"Poor service hence more clients' concerns"

Gerry Brown
Chief Customer Rescue Officer
The Customer Lifeguard
United Kingdom

"Because many senior exeutives still don't get and think that by driving costs out of the business, especially by reducing contact centre resources, nobody will notice. They will and are voting with their feet"

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)

Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"It is a big challenge because it involves not only low ranking employees, but also managerial ones. As recruiment activities becomes global, the lure of better opportunities somewhere else is not a thing of the past."

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

"In order to survive the call center needs the new business as a breather and which is missing right now.Since the conditions across the globe were not favourable so getting new business became a challenge."

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

"As an outsourcer, we do have a more transitional workforce, however we strategically took on programs that allowed us to keep all of our agents employed throughout the economic challenges. In addition, we added to our management team, taking the opportunity to strengthen our internal structure and add support, talent and communication to have the greatest impact on the organization as a whole."

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:
# 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: Tuesday, February 2, 2010

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