Are companies really aware whether their call centres are operating at maximum productivity levels? Quite often contact centres may have grown from being a small space in a back office with a few desks to a fully operational call centre, but the technology will have remained unchanged. This can lead to outdated systems, all of which can have detrimental effects on corporate image, reputation and ultimately the success of the business.

This is where outsourcing can be a real benefit to organisations wishing to optimise their range of choice and level of customer services.

According to Eclipse’s own James Le Roth writing in utalkmarketing, outsourcing to a third party can also give businesses access to additional customer data, not available by conventional in-house means such as web forms. A skilled contact centre advisor will be able to interact on a more insightful level with callers, capturing the essence of how consumers feel about the brand, whether positive or negative.  

Customer satisfaction is being jeopardised by poor technology in call centres which forces agents to spend the majority of their time on administrative duties.

Call centre operatives are spending an average of 71 per cent of their time entering data, making notes, seeking advice and reading from information screens, according to new research.