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Click HERE to learn how you can participate in the 2008 Study!
Largest-ever study of U.S. contact center performance – U.S. Contact Center Operational Review
The US Contact Center Operational Review, a free study of over 200 contact center operations carried out by ContactBabel in association with the American Teleservices Association (ATA), has found that:
- Contact center agent attrition is running at 33%, and two-thirds of contact centers report major problems with keeping their staff
- The use of VoIP will treble within two years: reduction in telephone & network costs is the biggest driver for IP uptake
- The average annual starting salary for a new agent is just under $28,000
- Contact centers spend $11.7bn each year on manually verifying callers'
identities
- Hitting call targets is seen as more important than improving customer satisfaction or decreasing costs
- Increasing headcount, improving training and implementing CRM are the top
3 areas of contact center expenditure in the next 2 years.
Sponsored by Intelemedia, Syntellect and VoiceVault, "The US Contact Center Operational Review" is over 250 pages in length, and 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 over 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.
The report, created in association with the American Teleservices
Association, is entirely free and can be downloaded here!
North American Contact Centers in 2006
Based on analysis of a directory of over 3,500 US and Canadian contact centers, this report is the definitive account of the size, shape and structure of the North American contact center industry. Written by one of the leading industry analysts, it contains reliable, detailed figures for agent positions, contact centers, growth rates, geographical distribution, vertical markets, contact center size bands and inbound/outbound activity, as well as views on where the industry is heading.
ContactBabel can help contact center and CRM solution providers target their market with unprecedented accuracy.
Whether your company sells to operational management or executive level - or if you need to persuade both levels of management to listen to you - we can provide the most accurate and up-to-date lists of key influencers available, whether in Customer Service, Operations, Sales, Marketing, Finance, HR or IT.
Click here to receive the free ContactBabel study
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