News : Call Centre Industry Facing “Dramatic Change'
Glasgow, Scotland, Feb 24, 2015 -- The call centre industry has entered a period of dramatic change, with digital interactions set to replace voice calls as the preferred method of customer engagement in the next two years.
The volume of non-voice traffic received by contact centres, which employ about 90,000 staff in Scotland, is expected to rise by 87 per cent in the next two years.
At the same time voice traffic handled by centres is expected to fall by 42 per cent, a survey of 901 organisations in 72 countries has found.
The trend has been presented as the biggest change to affect the industry in 30 years, putting pressure on operators to ensure they have the skills and technology to deal with digital traffic.
But it has also been presented as an opportunity to grow employment. While it was previously thought the fall in voice calls would result in lower demand for staff, the number of skilled workers required to field the increasing flow of digital communication is expected to rise.
Paul Scott, of Dimension Data, which has been analysing trends in the sector for the last 10 years, said the rate of change now being seen in the sector is "dramatic".
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
He said: "What the data is telling us now is that within the next two years most contact centres, or call centres as they used to be called, will actually be handling more digital interactions, that's non voice traffic, than voice.
"That's a really profound change in our industry, from the way we handle calls [to] the kind of skills people need to deal with digital. It changes all of that."
According to the research, the shift will lead to a net employment increase of 16 per cent in the sector in the next two years, with more staff needed to deal with contact through as many as eight different channels
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Do You Divert Calls Between Offices?
More Editorial From Dimension Data
About Dimension Data:
Dimension Data believes in the power of technology to transform your organisation, make things work better … and take your business to the next level. Over the last three decades, we’ve established ourselves as global company in the provision and management of specialist IT infrastructure solutions and services.
Published: Thursday, February 26, 2015
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...
|Competence Call Center|
CCC is a BPO companies in the field of Customer Care in Europe and has been offering high quality international customer care solutions for 19 years. More than 5.500 service professionals at 18 locati...
|Horizon Contact Centers|
Horizon is an on demand international Contact Center and (BPO) Company.
|Blue Ocean Contact Centers|
We thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection o...