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Industry Research : Polish Call Centre Market Value Reaches PLN 1 Bln
The value of the Polish market for commercial call and contact centres is over PLN 1 billion, according to a report by PMR.
Based on the analysis, at the end of 2014, the 30 biggest companies in Poland had around 15,000 telemarketing positions in 76 centres, which is around 200 positions per centre. The sector recorded a growth, although it was only at a single-digit rate. The last three years have been characterised by corporate problems such as liquidity, job cuts and mergers.
The majority of call centres are used by smaller companies, often operating locally, with the number of call centre operators serving small companies not exceeding ten. Based on the analysis, at the end of 2014, there were only five entities in Poland operating 1,000 or more telemarketing positions. The majority of companies uses recording at call centres (81 percent), which allows conversations to be monitored.
Some 74 percent of companies use integrated communication system, 61 percent use a system integrating telephony with a computer in order to provide automated services (CTI), 52 percent use interactive client services (IVR). Less than a half of respondents use an automated call distributor.
Posted by Veronica Silva Cusi, news correspondent
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