Almost 60% of businesses admit they do not monitor quality and return on investment in their contact centres, a survey claims.
According to the report by the Merchants Global Contact Centre, contact centre outsourcing grew by 20% in 2005, but almost a third (30%) lack executive board involvement and 12% do not know the overall client satisfaction ratings for their organisation.
Paul Scott, business development director at Dimension Data, commented: “It is good news that 70% of management teams are strategically directing their business’ contact centres, but worrying almost a third are not.
“Management teams need to start a proactive campaign of entertainment which demonstrates the contact centre’s strategic value and the way they can enable profitable business growth.”
According to the report by the Merchants Global Contact Centre, contact centre outsourcing grew by 20% in 2005, but almost a third (30%) lack executive board involvement and 12% do not know the overall client satisfaction ratings for their organisation.
Paul Scott, business development director at Dimension Data, commented: “It is good news that 70% of management teams are strategically directing their business’ contact centres, but worrying almost a third are not.
“Management teams need to start a proactive campaign of entertainment which demonstrates the contact centre’s strategic value and the way they can enable profitable business growth.”
