Contact Center Solutions Featured Article

Survey Shows Regulations Have Negative Impact on Contact Center Industry

October 17, 2007

The contact center industry threw up significant resistance to Do Not Call Registries and other regulations that limit the amount of outbound communications that an organization can facilitate. While many felt that the implementation of these regulations would destroy the industry, others felt the industry would find a way around the obstacle.

According to the findings from the US Contact Center Operational Review 2007, conducted by Altitude Software and ContactBabel, the Do Not Call Registry is having a dramatic impact with more than 40 percent of respondents acknowledging a reduction in their outbound calling. More than half of this number reported big reductions in outbound activities.

The report also highlights lost CRM opportunity as only 26 percent of contact centers surveyed engage in proactive customer service and only 11 percent actively cross-sell or up-sell to existing customers.

There also appears to be a clear technology gap as only 45 percent of contact centers use basic dialers and 55 percent use predictive and progressive dialers, better suited for legislative compliance and for sensitive CRM calls.
”The do not call registry is part of the general social and political drift towards allowing consumers and businesses the right not to be contacted by companies,” said Steve Morrell, principal analyst at ContactBabel, in a company statement.
 
“This underlines the extent to which contact centers are failing to make an intelligent use of the available technology to deliver proactive customer service which can be a strong brand builder as well as an effective call avoidance tactic.”

The contact center can be used to proactively contact affected customers or groups as a form of goodwill. For instance, these contacts can be made when service disruptions are anticipated or when they can pursue customer satisfaction follow-up after service fulfillment. Such an approach can prevent inbound call peaks, allow for better staffing and resource management and increase customer satisfaction.

”It’s not enough to just comply with the letter of the law, you need to mitigate consumer complaints by proactive list management practices,” says Mark Lepko, President, North America, for Altitude Software, in a company statement.

“The ability to automate daily outbound campaign analysis will provide added assurances that newly registered consumers to DNC lists will not be generating complaints to federal and state agencies.”

The U.S. Contact Center Operational Review 2007 is divided into seventeen separate sections each detailing a segment of the call center industry including Speech Technology, CRM, Outsourcing, Salaries and Recruitment, and many other HR, technological and business process areas. The Outbound and Call Blending chapter is available at http://www.altitude.com/ and http://www.contactbabel.com/.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
03/03/2015

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
03/03/2015

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!