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Survey reveals contact centres facing increased pressure to reduce costs in 2009

Managing costs is the biggest challenge facing contact centres this year. 2009 is going to be a very interesting year as contact centres have to continue to reduce costs further as well as manage growing workloads. 56% of surveyed respondents stated that they are currently investigating virtual contact centre technology to increase flexible working and reduce costs. Solutions offered by BtL Communication such as virtual contact centre technology are a very sensible step to increase flexibility and enhanced business continuity to get the best from agents who prefer to work from home or at non-contact centre locations.

Voice is the dominant channel, (Voice is still the fastest growing contact channel amongst 72% of the respondents, with email growing fastest at 28% of the contact centres surveyed) a BtL Communication multi-channel approach can encourage customers to use other channels such as email, web and SMS text to help take the pressure off contact centre agents.

Below are the results of a survey. The survey was conducted in November 2008, senior heads from leading UK businesses were asked for views on the current state of the contact centre industry and their opinions on the year ahead:
 
  • Investment in new technology for contact centres set to remain the same as 2008
  • 58% of respondents will actively start investigating virtual contact centre technology in 2009
  • Voice is still the fastest growing area of contact for 86% of respondents
   
As the credit crunch bites, managing costs was named as the biggest challenge by 57% of respondents, but 28% stated that increasing workload was the main challenge for 2009. With regards to investing in new technology, the picture is mixed with around 30% looking to increase their spend on technology in 2009, 30% looking to reduce spend and the remainder spending the same as 2008.

The majority of the respondents stated that they are measuring agents based on call metrics, with 57% using Average Call Handling Time as the core metric for agent performance.

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