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www.icontactworld.c om An Introduction in to the Contact Centre Industry
www.icontactworld.com
An Introduction in to the Contact Centre Industry
BackgroundWhat are contact centres?
Contact centres are one of the fastest growing industries in the world today.
A contact centre is a centralised office or group of people of a company that answers incoming telephone calls from customers or that makes outgoing telephone calls to customers (telemarketing). Such an office may also respond to letters, faxes, e-mails and similar written correspondence. However the term contact centre is often applied when such multiple functions are blended in one office.
Contact Centres began as telemarketing when mostly outbound functions were performed. They then became call centres taking inbound calls as well and are now referred to as contact centres.
Most large organisations use contact centres, companies such as banks, insurance companies, help lines, Internet companies to mention a few.
If you have ever rung an 0800 number chances are you would have been speaking to someone in a contact centre.
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Background• Employment:
– 70% cost of a contact centre is people– Explosive global growth of the industry– Apart from wages, most investment is made
in Technology– Although technology is advancing rapidly –
the majority of people still want to talk with someone on the telephone……don’t you?
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Why are you so important?
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• No ‘factory’ producing CSR’s to meet market demands
• NZQA introduces ‘career’ path (CSR to full management)
• Future predictions to meet demand• The FUTURE is HERE and NOW• YOU are the FUTURE for this industry
Why are people so important?
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What’s keeping contact centre managers awake at night? 2006
• 60%• 18% • 14% • 8%
1999• 62%• 9% • 20% • 9%
• Labour related• Technology• Communications • Other (incl. Rent)
Is it any wonder that it’s about the people!
Where can you go with your career?
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The number of contact centers in Europe has grown from
12,750 in 1999 to 28,289 in
2006.
There are over 50,000 contact centers in the
USA,
There are currently
330 Contact centres
in Ontario Canada
New Zealand
600 contact Centres;30,000 CSR’s
Australia4,000 Call Centres;160,000 CSR’s
The number of contact centers in the UK is targeted
to employ 1.1 Million people by
2010
India is currently
exploding in the industry
Philippineshas
exploded as an
outsource option
South Africa has an
emerging contact centre
market
• Approx. 30,000 staff in 600 contact centres.
• Majority of centres in Auckland, Wellington and then out to regional areas
• Seen as good location for rest of world:– English speaking, relatively cheap, Time
Zones make it attractive
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• Approx. 80,000 – 160,000 staff in 2,000 – 4,000 contact centres.
• Predicted to grow to 8,700 – 300,00 jobs by 2010
• 42% of centres in Sydney & 28% in Melbourne
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• Approx. 500,000 staff in 5,320 contact centres
• Predicted to grow to 600,000 positions employing over 1Million people by 2007– Spread throughout the main centres
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• Approx. 2.86 million staff in 50,600 contact centres
• by 2008 there will be 2.7 million staff in 47,500 call centers due to technology, off shore moves and DNC legal listing
• 100,000 home-based phone representatives
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Some Contact Centres using icontact
(USA)
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www.icontactworld.com
• Study hard• Work place experience• High chance of recruitment• Gain experience• Launch your international
career• The World is your
oyster………
Where to from here?
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Good Luck!!from the teams at