Call centres win the price war with knowledge management
The call centre sector is a challenging environment. High standards of quality are demanded in the various fields of activity, such as customer service, market research, complaint management or order acceptance, yet the services provided by call and contact centres must be as cost-effective as possible. In this price war, call centres also compete to win qualified employees and clients.
Whereas the varying volume of inbound calls needs to be coped with successfully, shift work is the order of the day and service levels agreements are the yardstick for all activities, in the outbound arena employees must have a great deal of flexibility as regards the subjects they handle and a high degree of frequency are necessary to remain profitable.
Agents usually work with several systems, such as databases or workflow tools, and increasingly have to be able to use a whole range of communication channels, like e-mail, social media, chat or self service.