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Contact centres should 'consider strategies'
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Contact centres may be forced to look at their strategies because of the current economic crisis, it is claimed. According to CRM2day, some members of the call centre industry should "take a leadership role" and play a part in changing company procedures. Joe Tawfik, joint managing director of Contact 1-2-1, comments to the news provider businesses could find themselves "marginalised" if they do not "revisit strategies". He adds: "In the past we have typically seen a focus on cost-reduction via reduced technology expenditure and reduced headcount." Mr Tawfik states instead of cutting expenditure, companies could look at ways of raising extra funds during the credit crunch. The news provider claims the economic downturn could lead to some contact centres becoming a "financial burden" to their companies. Elsewhere, a recent study by ContactBabel showed £1.6 billion is saved per year by UK call centres through the use of self-service systems. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
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