17 June 2008
The UK contact centre industry is losing as much as a billion pounds a year because it continues to rely on the use of antiquated working practices and technology, it has been claimed.
According to virtualisation software provider CosmoCom, as much as £916 million is lost every year because of the 960,000 UK agents in 6,000 contact centres, just eight per cent work in a hosted environment.
Analysing the costs associated with setting up a contact centre, the firm concluded that organisations using hosted, 'on demand' environments can significantly reduce their operating costs while gaining access to other business benefits.
"Hosted contact centre environments provide savings and operation efficiency improvements in a number of areas," said Mike Adolphy, UK managing director of CosmoCom.
"With IT managers stretched, having contact centre technology hosted reliably and securely by experts provides piece of mind, improves customer service and frees up the IT manager to focus on other mission critical operations."
Meanwhile, research from Dimension Data has revealed that most global enterprises operating contact centres are focusing on improving operational efficiency and reducing costs rather than deploying Customer Relationship Management solutions to improve client satisfaction and sales.
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