Contact Center Solutions Featured Article

Contact Centers Emerging from Economic Slump: Report

July 20, 2009

For those companies who have already been dabbling in the contact center industry, the economic outlook is starting to take a turn for the better.
 
According to new research from contact center integrator ProtoCall One, contact centers are emerging from the wreckage of the economy and starting to invest in new technology.

ProtoCall One’s survey showed allocated budgets for IT investments in contact centers have largely remained intact as customer service excellence continues to be the key focus of contact center operational strategy. Even companies that struggled the most in the tough economy still understood the importance of treating the customer to high quality service.

Current IT investments for contact centers are focusing on “sweating” the technology already in place. In fact, 64 percent of those surveyed are considering investing to enhance their existing systems in an effort to improve customer acquisition and retention. More than two-thirds of study participants say their main criteria for investing in new technology is to support the customer experience.

Faraz Khan, managing director of ProtoCall One, said: “The survey results paint an interesting picture of the current state of the contact centre industry as the market moves out of the downturn. Contact centers are looking to invest in new technology and IT budgets are available, but any investment needs to marry with existing legacy technology in order to support and improve the customer experience.”

The slump in the economy also affected contact center support. Nearly a quarter of those surveyed said their contact center has recently lost IT support staff. Another 21 percent reported IT support has been outsourced.

“With many contact centers losing or outsourcing IT support, it's getting harder for contact centre managers to be able to implement IT projects that are not supporting 'business as usual' activities,” added Khan.

ProtoCall One officials say they have taken a proactive approach to the current recession, offering contact centers methods for reducing spend in order to weather the economic storm. The company was also recently honored by Genesys as the “Best Innovation Partner for 2008 – U.K. and Ireland.”

This latest study out of ProtoCall One certainly highlights hope for the contact center industry, demonstrating that there is peace after the storm. Not all areas will fair as well or recover as rapidly, but a focused strategy will make the emergence from the wreckage that much smoother for the organization.
 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Erin Harrison

Article comments powered by Disqus

Related Contact Center Solutions Articles

TantaComm Clears PCI DSS V3.0 Certification

In order to safeguard its customers' credit cardholder personal information, TantaComm, a provider of customer interaction recording, compliance, and performance management solutions, completed its annual certification to PCI DSS V3.0 standard. Also the company has added HIPAA Compliance to its suite of offerings. [ Read More ]
08/18/2014

Star2Star Communications Announces Release of StarCenter SMART

Star2Star Communications, makers of the world's most scalable cloud communications solution, has released StarCenter SMART (StarCenter Monitoring Alerting & Reporting Tool) and other new features for their advanced call center solution. [ Read More ]
08/18/2014

Smaller Ops Can Now Add Text Messaging to Customer Service

It stands to reason that customer-facing organizations would look to social, email, Web and other methods to augment traditional channels. [ Read More ]
08/18/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community had a global look and feel. Plus, despite some news online you may have seen about contact center job eliminations in some ailing vertical markets in the U.S., the realities are the community is experiencing robust growth including in North America as the need for organizations of all sizes to improve their customer experience capabilities is encouraging C-levels to invest in technologies that can do so. [ Read More ]
08/16/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!