What’s the difference between mid- and large-sized contact centers? Which offer better service? How does one select the right type for his or her business? These are few things every business should like to know before selecting a facility for its operations.
Recent research by Genesys answers these questions.
Genesys, a source of customer service and contact center software and services, conducted research on contract centers with ContactBabel. The firm has analyzed major differences in the up-taking of new technology between mid- and large-sized contact centers.
According to a press release, research is focused at different elements within the contact center – such as the use of multimedia and the average speed to answer calls – to examine the differences between mid- and large-sized centers and outline the evolution required by the mid-sized contact center in today's market.
The research says that only one in five mid-sized contact centers use a universal queue model, resulting in 40 percent of e-mails taking longer than 24 hours to resolve.
The research reveals that in 2010-11, mid-sized contact centers – with 50 to 200 agent positions – devoted significantly less investment to the use of e-mail than larger facilities, with 69 percent of operations choosing an ad-hoc approach to e-mail management, compared to just 50 percent in large contact centers.
"Mid-sized operations need the ability to implement solutions traditionally implemented by larger centers at a lower price-point, but with the same powerful functionality which has enabled many large contact centers to improve their operational performance," said Keith Wilkinson, vice president of Genesys for the U.K., Ireland and South East Africa.
"We are already working with mid-sized contact centers to develop strategies which add simplicity and usability without taking away useful functionality,” he said. “We joined with ProtoCall One at the end of 2011 to provide the U.K.'s first fully-hosted Genesys contact center solution to the mid-market as a SaaS offering."
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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