I see a major move to ip telephony in the call

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Unformatted text preview: “crystal ball,” I see four major trends impacting call centers dramatically in the next 5 years, as follows: 1. I see a major move to IP Telephony in the “call channel” – this will change costs and will also allow easy implementation of “virtual” centers with agents “anywhere” 2. I see a major move to use the caller in the call quality monitoring process through post-call IVR surveys with the results linked immediately back to the agent via an agent-specific dashboard indicating caller feedback in real-time, including a verbatim response from the caller indicating (by the caller’s voice) what the agent could have done better in handling the call. I see this new technology, replacing some, if not all, of the currently expensive and ineffective call monitoring software using internal quality teams. 3. I see that there will be a major move to outsourcing in general, i.e., North American based, but also offshore outsourcing will grow asymptotically. 4. I see call volumes continuing to increase by over 50% in the next five years because the American consumer “loves” asking questions before, during, and after the sale, HOWEVER, I see a new emphasis on “call avoidance” by giving today’s callers the option to move to other channels including, IVR, web, web-chat, and email...these channels will grow substantially, and all will be integrated through a universal queue that will make managing volumes a reality...the key is to give consumer choices, and real-time information to make the “best choice” for a particular contact. I do see all sorts of secondary “happenings” – but your wish was the most dramatic changes. In a nutshell, call centers of the future will be smaller, more dispersed, more virtually managed, handling mostly “high value” calls (because most easy calls will go to self-service), more often outsourced, more efficient, and more effective…. The cost of handling an inbound call for a 100-seat call center varies greatly by industry and the type of call being handled. Two extremes would be $7.01 for financial services agents handling transactions, to $17.78 for technology products where agents “fix” complex problems over the telephone. On average across industries, Fortune 500 companies have 36 call centers with an average of 128 agents in each. 165 Copyright © I'm doing some research relating to the economics surrounding call centers. One number that would be of interest to me is the cost of handling an inbound call for a large call center, namely one with 100 seats. I also want to know the average number of seats in a commercial call center for a Fortune 500 company. Terry Mayfield 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Health-Plan/Health-Care Industry Benchmark Report Question In an industry report, why do all of the metrics not always properly align with each other, in some cases making the “Average” scores better than the “Best”? Answer An industry report represents the averages for each q...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue.

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