Economic Slowdown Requires Revised Call Centre Strategies

From Callcentre

Call centre professionals need to take a leadership role and initiate this change before the direction is dictated form the finance department. The current economic climate has some of the attributes experienced in the late 80’s. History should not bee ignored and the lessons learnt from the previous major financial downturn should be revisited. "Some call centre professionals have not had to revisit their strategy during a market downturn because it has been a long time since we experienced one. In the past we have typically seen a focus on cost-reduction via reduced technology expenditure and reduced headcount. Outsourcers like Contact 1-2-1 have not only been able to assist companies reduce their CapEx and OpEx but have assisted in pointing companies in the right direction for revenue generation. Often companies that are too slow in changing their strategy miss out on the revenue generating opportunities that exist in a downturn. They miss out on the opportunity that exists and are forced to deliver on a reactive strategy. These call centers face the risk of becoming marginalized. Working with companies such as Contact 1-2-1 enables call centre professionals to leverage from consulting expertise and valuable industry experience", said Joe Tawfik, joint Managing Director of Contact 1-2-1.