Call Center Services Less about Price, More about Solutions
August 22, 2013
Running a call center is not without its challenges, and when it comes to maintaining the services by which agents communicate with callers, it comes down to what it can do versus what it should cost. This is coming, of course, as new information from the folks over at Everest Group.
In the technology sector, a lot of talk is passed around about cost. With IP systems slashing bills left and right, this mentality of saving has become rather contagious. Apparently Everest Group says otherwise, as call center managers are less concerned about the bottom dollar as they are about the services they’re getting for their money. Essentially, people want to know they are getting what they pay for.
This makes perfect sense. If a solution is effective, happier customers mean a thriving business. The chain of events isn’t difficult to predict, and knowing that a system is good versus buying it cheap can be worth its weight in gold down the road. The ultimate result is more business with content customers.
The Everest Group tells us that the global market for Contact Center Organizations grew between 7 percent and 8 percent in 2012, reaching $65-70 billion.
What the Everest Group also found was that social media has become a game-changer in the call center space, but it’s still so new that, for many, how to use it in this medium is still something that leaves many unsure.
The modern call center manages far more than just voice and fax communication. It streamlines all sorts of inbound and outbound communication, including e-mail, Web chat, text messages and social media. Call center managers no longer have to make the decision to invest in heavy equipment either, as cloud-based platforms have replaced costly systems.
Prices vary widely based on the needs of any one call center, but as the information from Everest Group dictates, price is of little consequence. Value, performance and analytics will drive the bottom line.
Edited by Rory J. Thompson
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