The US Contact Center Operational Review (2nd edition)
Melville, NY (PRWEB) January 21, 2009
A recent study of over 200 contact center operators conducted by analyst firm ContactBabel and sponsored by CosmoCom confirmed that virtual contact centers offer far better economies of scale than stand-alone operations. However, while over half of US contact centers are parts of a group of contact centers, over one-third have not yet realized the benefits that would result by linking disparate contact centers together to form a larger virtual contact center. The findings were reported in the "Flexible Working" chapter of "The US Contact Center Operational Review (2nd edition)" sponsored by CosmoCom, the leader in Contact Center Consolidation 2.0.
Operators of virtual contact centers gain flexibility in agent locations and work schedules, while improving efficiency and service levels. Over 80 percent of those responding to the report cited these benefits. The report shows that the ability to smooth out call spikes and the resulting reduction in wait times were particularly impressive.
Steve Morrell, author of the ContactBabel report, said, "The virtual contact center environment lets operators seamlessly move calls among agents across all locations for better utilization of agent time and better service for customers."
"The report provides strong support for our core value proposition that virtual IP contact centers help enterprises to be more reachable and more responsive in a highly cost effective way, " said Steve Kowarsky, CosmoCom's Executive Vice President. "Consolidating multiple locations, captive and outsourced operations, multiple communication channels, and multiple applications is increasingly recognized throughout the industry as the best deployment strategy for enhancing customer care while reducing its total cost."
A complimentary copy of the "Flexible Working" chapter can be downloaded at http://www.cosmocom.com/to/ContactBabel-US08-FlexWork. The full report is also available free of charge at http://www.cosmocom.com/to/ContactBabel-US08-Full.
Based in the UK, ContactBabel was founded by Steve Morrell, the former head of Datamonitor's global Next Generation Contact Technology division, in 2000 to provide a reliable source of research, analysis and business recommendations to CRM and contact center solution providers, ContactBabel provides the tools, skills and analysis to allow CRM and multimedia contact center providers to approach their markets objectively and profitably.
"The US Contact Center Operational Review (2nd edition)" is an independent, 300-page PDF report that looks in depth at salaries, attrition, training, multimedia, IP, self-service, strategies, outsourcing, planning and many other elements that are key to understanding how contact centers can best be run. Displayed in 200 data tables, the results have been segmented by industry sector and contact center size, so that readers can compare their own operations with those that are most similar.
CosmoCom™, the global leader in Contact Center Consolidation 2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore, and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, Orange Business Services, Telefonica, NTT, Tata, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit http://www.cosmocom.com.
Media Contact for CosmoCom:
Communication Strategy Group