In preparation for learning about all that is contact centre 2011-2012, I thought it might be good to revisit the year that was 2010 -2011.
Key stuff included:
For 2010-2011 the Australian Contact Centre industry’s key strategic goals included:
- Improving customer service
- Upgrading technology
- Instituting a cultural change in the contact centre.
Specifically for customer experience Australian contact centres focussed on:
- Improving agent training and coaching
- Quality monitoring
- Providing an overall better level of customer experience.
With regard to revenue generation in the contact centre industry we saw organisations attempt to
- Increase up selling and cross selling skills
- Improve agent training and education around products
- Grow their client base.
Key HR strategies centred on:
- Providing agent training
- Improving agent engagement
- Recruiting quality candidates.
Key IT strategies included
- The implementation of new technology
- Upgrading technology
- Reviewing future IT requirements.
Strategies for performance management in Australian contact centres included
- Investment in agent training and development around KPIs,
- Reviewing KPIs and targets and
- Focusing on obtaining consistency in agent performance against KPIs.
What do these strategies tell us about the Australian Contact Centre industry? These results strongly suggest the industry has had a renewed focus on the customer experience as the primary driver of growth and profitability. This planned focus was to be enabled by considerable investment in recruiting the right people and training them on product and performance. This people focus was to be supplemented by strong investment in IT enablement of the contact centre with investment in customer related technologies: CRM; efficiency related technology: Workforce planning and quality related technology: call recording.
The key themes we Analysts talked about in the industry included the coming of the multi-channel contact centre, the rise of social media in customer interactions and the importance of workforce optimisation.
But has all this happened as planned by the industry? Stay tuned and we will let you know very soon.
If you are dead keen, Aussies and Kiwis, to participate in the 2011 Contact Centre Industry Market Report study please let Susan know at email@example.com
Other important facts to note for the 2010-2011 year has been the dominance of nudes and camels.
These are colours, not some weird animal cult. This is the fashion section of the blog. For the coming season there will be return to Liberace inspired extremely bright orange, coral, greens and purples. Be sure to wear these colours together in your service centre. It may encourage agents to finish their work more efficiently so they can stop looking at you. Again please note that our Fifth Quadrant fashion advice is really a service we provide for middle aged men, not the cool ladies or the immaculately dressed gay community….;)