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Contact Centres Fail to Measure Performance

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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.”

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