Outbound Call Center Featured Article
Research Shows Telecom Equipment Plays a Key Role in Success of Contact Center
Coleman Parks completed research on behalf of NB Data and found that 56 percent of U.K. businesses are using telecom equipment that is more than three years old. In terms of technology, three years is more than a lifetime and this creates an environment where agents cannot use video conferencing and they are tied to a desk.
While this may be true, the contact center agent relies on their desktop applications to support customers on the phone and such flexibility may or may not contribute to increased productivity. On the other had, basic information calls routed to specifically trained agent could prove to be those where flexibility is allowed.
The lack of video conferencing capabilities contributes significantly to the contact centers ability to train and coach agents efficiently. The study found that the lack of such equipment had a negative effect on productivity.
Companies throughout the world rely on their contact centers to support the customer base and empower the business to continue to grow. Without the proper equipment and applications in place, the center may deliver less than satisfactory performance, which can put the company at risk of creating customer churn.
While there is no one rule that applies in all contact centers, it is safe to say that outdated equipment can lead to reductions in productivity, which can drive up the costs of operation. Given that the contact center can easily be the main source of capital drain on a company, the investment in solutions that drive cost efficiency are worth consideration.
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.