Just You launches travel trade solo experience

Just You launches travel trade solo experience

Friday, 21 October 2016 14:00

Just You h...

Spontaneous people are happier according to Snaptrip survey

Spontaneous people are happier according…

Friday, 21 October 2016 11:00

Spontaneous people are often believed to lead more exciting or glamorous lifestyles and a new study has confirmed that they are happier in all aspects of their lives.

Top Brighton attractions on Combi-Saver tickets for half term

Top Brighton attractions on Combi-Saver …

Friday, 21 October 2016 09:00

Visitors to Brighton this October half term can save up to 20% on its top three paid-for attractions with combination tickets now available for British Airways i360, SEA LIFE Brighton...

Free cabin upgrades with Cosmos Tours

Free cabin upgrades with Cosmos Tours

Thursday, 20 October 2016 14:00

There still’s time for agents to book a Croisieurope river cruise for their customers with a free cabin upgrade on a range of river cruises throughout Europe, when booked with...

Last minute autumn breaks available at Haven

Last minute autumn breaks available at H…

Thursday, 20 October 2016 11:00

Agents can still give their customers a last minute family break this autumn from £99 when booking a Haven holiday between now and November 5.

Skiers urged to head east for best piste costs reveals new report

Skiers urged to head east for best piste…

Thursday, 20 October 2016 08:00

Cash-conscious skiers can avoid the slippery slope of higher prices for their annual downhill trip by heading to ski resorts in Eastern Europe.

Design an anniversary poster for DFDS competition

Design an anniversary poster for DFDS co…

Wednesday, 19 October 2016 14:00

Ferry operator, DFDS, is putting out a call to professional and amateur artists to create a poster that will be used in their 150th anniversary celebrations this year.

Savings on worldwide adventures with Explore

Savings on worldwide adventures with Exp…

Wednesday, 19 October 2016 11:00

Explore has launched a new collection of worldwide adventures with a launch offer of up to 10% discount on all new trips booked by November 7.

New route to Seattle makes it one to watch for 2017

New route to Seattle makes it one to wat…

Wednesday, 19 October 2016 09:12

Seattle is expected to be one of the fastest growing US destinations for UK travellers next year with a Virgin Atlantic direct non-stop daily flight launching March 2017, new hotel...

Air Transat launches 2017 programme with increased connections across Canada

Air Transat launches 2017 programme with…

Tuesday, 18 October 2016 14:04

Air Transat has expanded its programme of flights from the UK to Canada with increased capacity and connections for travel in 2017.

Oceania Cruises reduces single supplement fares

Oceania Cruises reduces single supplemen…

Tuesday, 18 October 2016 14:02

Oceania Cruises has launched a reduced single supplement promotion for solo travellers, with guests offered single supplements fares from 25% on seven itineraries, booked before December 31.

Mall of America welcomes arrival of MythBusters

Mall of America welcomes arrival of Myth…

Tuesday, 18 October 2016 14:00

Running throughout autumn until January 15, 2017, visitors can ignite their curiosity and discover whether they can really huff and puff to blow a house down; if running in the...

Emirates to launch new daily service to Fort Lauderdale

Emirates to launch new daily service to …

Monday, 17 October 2016 11:00

Emirates has announced that it will launch a daily service between Dubai and Fort Lauderdale-Hollywood International Airport, on December 15, serving the South Florida area, including Fort Lauderdale, Miami and...

New tours in UK & Europe from Back-Roads Touring

New tours in UK & Europe from Back-R…

Monday, 17 October 2016 08:42

Small group tour specialist Back-Roads Touring has launched its summer 2017 brochure to reveal a unique line up of new itineraries in Switzerland, Scandinavia, the Baltics, France, Iberia and Russia.

Star studded cruise line up from CMV in 2017

Star studded cruise line up from CMV in …

Friday, 14 October 2016 10:16

Cruise & Maritime Voyages has announced five star-studded cruises for 2017 following the arrival of its new main brochure.

Non-stop flights to Manchester from SIA

Non-stop flights to Manchester from SIA

Friday, 14 October 2016 10:11

Singapore Airlines will fly non-stop between Singapore and Manchester from October 30 as part of its northern winter schedule.

The contact centre of 2014 is already almost unrecognisable from the call centre of 1984, 1994, even 2004. It is hard to think of a sector which has been through more change. Yet within the next few years we will witness another revolution in the contact centre world.


 This matters to anyone in business. As more and more business processes are outsourced to specialist contact centres so increasingly the ability to find the best contact centre provider and then manage that resource is becoming a key business attribute. Your parents may have been evaluated on their ability to provide customer service, but you are more likely to be appraised on your ability to manage a customer service provider.


It pays then to be aware of how the sector is changing, and to be certain that you are working with a contact centre provider that is at the cutting edge of 2015 or 2016, not stuck in what is rapidly seen as the prehistoric days of 2012. Here then are five key changes to the contact sector that we will see taking place in the next few years.


1) Contact centres will be multinational

In the contact centre industry, only global players will be able to serve the multinationals. Globalisation is in full swing: in the contact centre field, as in many others, market integration and increasing international competition are realities. Successful contact centres are choosing to internationalise and become stronger financially in order to adapt to the new demands brought about by their clients’ international development.

Only global contact centres with platforms capable of serving dozens of languages, preferably from a single site, will be able to provide the global multilingual solution major contractors desire. In addition to this, the management of call centres has become more professionalised. Nowadays, this sector attracts more and more graduate managers and career consultants, compared to a few years ago when the field was occupied by small entrepreneurs.


2) Staff attrition will be yesterday’s problem

Staff retention has been a perennial problem for the contact centre industry. According to a study this year by the Everest Group Research, entitled The Business Impact of Contact Centre Attrition, it is possible to quantify the operational costs and loss of revenue directly caused by staff departure.

According to the study findings, "a typical U.S.-based 500-person contact centre with a 30 to 50% annual attrition rate could suffer a net loss of US$1-2 million in business value across cost and revenue over one year.” The issue of contact centre attrition rates is obviously not new to our industry. What changes, however, is industry leaders’ awareness of this topic, and ability to address it.


3) Generation Y has arrived

Generation Y (Gen Y) – those born between 1980 and 2000 – is the new labour force for the sector. These individuals already account for 80% of the total number of employees in some contact centres. This generation is also on the "other side of the phone", because its members are keen consumers, accounting for almost US$200 billion in spending per year worldwide.

Excellent multi-taskers. Generation Y grew up surrounded by computers, mobile devices and video games consoles. This generation is confident with technology but it also has a shorter attention span. The Internet puts everything at Gen Y’s fingertips. As a result, Gen Y has grown accustomed to rapid shifts in attention, with focus tending to wane after about 15 minutes.

Gen Y makes decisions based on consensus – usually by checking social media. Gen Y members are team players and love helping to solve complex problems collectively. Finally, for Gen Y the pay is not the only thing that counts. Understanding and being recognised for their individual value is what matters to most of them. Hence the importance of building a corporate culture that reflects the characteristics of this generation.


4) Corporate culture will be the key to success

Building a corporate culture that reflects the qualities of Generation Y is a major challenge for most companies. In contact centres we find many examples of highly motivated employees who have managed to positively affect the curves of certain brands’ customer satisfaction. Implementing a strong and consistent corporate culture is now taken more seriously by managers, since studies have shown its impact on profitability. Experience also teaches us that culture, to be effectively implemented, must be disconnected from service levels and purely financial incentive methods.


5) No longer a "sub-contractor", but a "value-adding partner"

To survive, contact centres can no longer limit themselves to being mere "suppliers" or "sub-contractors". Today, they must fully understand the processes of their clients and be able to evaluate and improve them. The goal is to deliver real economic levers to their clients, acting positively on costs, as well as on the quality and productivity of their work.

In addition, contact centres need to know their clients’ business and what their strengths, competitive advantages, weaknesses and challenges are so they can effectively serve and help them. Contact centres of the future will no longer be simple platforms mechanically applying procedures. A handful of companies in Europe have already anticipated this development, shaping their entire supervisory staff using Six Sigma methodology.

 Welcome to the contact centre of the future, a multilingual and global player in which Generation Y will be the main driving force. Contractors’ search for a low-cost service and immediate gain will gradually fade, giving way to a more strategic model of outsourcing.

Based on the developments that we are gradually seeing taking place, the contact centre of the future will no longer be a "sub-contractor", much less a "mere executant": it will be a true strategic partner and an authentic brand ambassador.

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