Contact Centres

Sector Overview

• Contact Centre set up
• CRM strategy and implementation
• People Performance and Process Improvements
• Cost Reduction - out sourcing and off shoring
• Recruitment, training and retention

For those in customer centric markets, having call centres that provide a positive customer experience is critical to success. Many organisations are being to realise that a negative experience here can have a significant detrimental effect on brand perception which can not be repaired even with the most expensive advertising campaign. Customers caught up in a web of automated IVR systems, holding for long periods of time and often having to repeat the same information, often are lost customers. On top of this specific market sectors such as Utilities, Financial Services, Telecoms and Public sector have other drivers such as regulation and de-regulation, market maturity, increasing competition as well as a more astute consumer looking for improved services and value for money.

So in an industry said to employ 1 million people in the UK by the end of 2007 is still facing some challenges. The debate for off shoring and outsourcing still remains and the market is divided as to the way forward with organisations like Powergen removing all contact centres from India and IBM committing to a further $6m in call centres in 2006.

In all of this, Clients are looking for new ways of working and benefits which will have a positive impact on Customer numbers and the profits derived from well executed services.