IP saves money
A recent study of over 200 contact centre operators conducted by analyst firm ContactBabel and sponsored by CosmoCom confirmed that virtual contact centres offer far better economies of scale than standalone operations, Call Centre Clinic states.
However, while over half of US contact centres are parts of a group of contact centres, over one-third have not yet realised the benefits that would result by linking disparate contact centres together to form a larger virtual contact centre.
The findings were reported in the "Flexible Working" chapter of "The US Contact Centre Operational Review (2nd edition)" sponsored by CosmoCom.
Managers cut costs
Managing costs is the biggest challenge facing contact centre managers in 2009, according to a survey conducted by ProtoCall One, reports ccf online.
The contact centre solutions specialist surveyed members of its Genesys Workforce Management (GWFM) user group to gauge contact centre managers' views on the prospects for 2009.
The members surveyed were senior heads from leading UK businesses and their organisations account for around 25% cent of all GWFM UK users.
2Touch adds jobs
Call centre operator 2Touch is looking to add 250 jobs to its Sunderland workforce of more than 750 over the next three months, according to nebusiness.
It is expanding to deal with a rise in calls to its clients in the financial services sector.
The 40-year-old call centre company, with a turnover of £14.4 million, says it had been busier since the onset of the economic downturn, with anxious banking customers calling to check on their finances as well as how they are affected by government bail-outs.
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