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Call Centre Report Welcomed By Industry |
A report detailing
call centre
performance, technology, operating practises and HR has been widely welcomed within the industry. Key themes emerging were a move back towards agent empathy and a focus on client experience rather than on achieving KPI's at the expense of everything else.
The UK Contact Centre Decision-Makers' Guide 2009 highlights that
call centres
in the UK handled more than 700 million complaints in 2009, just over 5% of all calls made to contact centres in the UK.
Successful
call centres
were characterised as being "flexible, versatile, reliable, empathetic and responsive".
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