Post on 25-May-2015
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Call Center Outlook 2010
January 2010
Value
2010 Mandate
2010 Mandate – By Industry
Note: Only top five respondent industries represented.
2010 Mandate – By Size of Organization
0 10 20 30 40 50 60
Do more withwhat you already
have
Make more cuts
Status quo is fine
Additionalinvestment
LargeMediumSmall
Approaches to Achieve Mandate
Please describe some of the approaches you will use to accomplish your answer to the previous question
24
16
14
8
6
5
5
4
4
4
4
4
4
3
2
0 5 10 15 20 25 30
Technology Investment
Process Improvement
Increase Training
Increase Self-Service
Headcount Reduction
Increase Headcount
At-Home Programs
Performance Management Initiatives
Customer Experience Improvement
Increase Automation
Utilize Outsourcers
More Flexible Work
Increase Revenue
Improve Scheduling
Reduce Attrition
Write-in responses categorized
Overall Budget
Overall Budget – By Size of Organization
0 10 20 30 40 50
More than2009
About thesame as 2009
Less than2009
LargeMediumSmall
Overall Budget – By Industry
Note: Only top five respondent industries represented.
Technology Budget
Technology Budget – By Size of Organization
0 10 20 30 40 50 60
More than 2009
About the sameas 2009
Less than 2009
LargeMediumSmall
Technology Budget – By Industry
Note: Only top five respondent industries represented.
Impact of Cost Reductions
Impact of Economy
Please select the comparative frequency with which each of the following processes were conducted in your call center operation during 2009 as compared to 2008 and anticipated in 2010:
2009 Compared to 2008
35
51
53
66
32
52
45
37
50
13
18
13
Hiring
Communications
Training
Coaching
LessSameMore
2009 Compared to 2010 Plans
26
51
64
63
51
52
38
36
40
14
15
17
Hiring
Communications
Training
Coaching
LessSameMore
Process Frequency
Key Performance Indicators
Investments
Investments – By Size of Organization
0 20 40 60 80
IVR
Speech Analytics
Unified Communications
Workforce Management
Quality Monitoring
Performance Management
eLearning
Hiring Assessments
Analytics
CRM
ACD
Outbound Dialer
VOIP
Large
Medium
Small
Investments – By Industry
Note: Only top five respondent industries represented.
Tactics for 2010
At-Home Tactic by Size of Organization
Small
Medium
Large
Outsourcing Tactic - By Size of Organization
Small
Medium
Large
Reducing Headcount Tactic - By Size of Organization
Small
Medium
Large
Increasing Headcount Tactic - By Size of Organization
Small
Medium
Large
Increasing Self-Service Tactic - By Size of Organization
Small
Medium
Large
Demographics - Industry
Demographics - Role
Demographics - Size
About the Survey
121 respondentsAnswered during December 2009Solicited via emailSize categorization:
Small: 1-100 agentsMedium: 101-500 agentsLarge: 501 or more agents
About Knowlagent
For 14 years companies around the world have executed on their objectives at lower costs with Knowlagent’s call center talent management software.
HiringTrainingCoaching
Easy to use, on-demand software
No capital expendituresDeployable in 30 daysAccessible via the Web
For more industry data, visit: http://www.knowlagent.com/Resource-Center/Benchmark-Reports.aspx