Dying to Comply - Why meeting Ofcom’s regulations need not be damaging for outbound operators

In the summer of 2011, CCA, in partnership with Aspect, conducted an online survey to investigate the impact of the changes on outbound operators, bothspecialist outsourced companies and in-house teams in relation to the Ofcom revised regulations.  The survey indicated that compliance had largely been achieved at no great cost however as we analysed the data, what emerged was a slightly more complex picture.  

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The Future of Customer Service

Many customer service professionals are the unsung heroes of their organisation.  They deal with difficult customers at the front line, day in and day out, while at the same time are asked to deliver more for less with cost-based strategies.  In partership with KCOM, expert interviews with leading professionls in the industry, extensive consumer research and a membership survey suggests that delivering customer service in 2016 will be even tougher than today. 

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Reach across the enterprise

This report presents the findings from the Plantronics sponsored survey which investigated how different business departments connect with the contact centre and what improvements could be made to ensure that the customer is truly at the heart of the business. The findings confirm previous research suggestions that although complexity is increasing in customer enquiries, inbound calls within the contact centre was also seen as likely to increase which will have a significant impact on cost.

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The customer service challenge

Voice of the Contact Centre identifies the critical customer service challenges that organisations are likely to face over the next year, the customer service challenges according to sector and the key technologies and trends, which will be prevalent throughout 2012/2013. The research revealed that in the current economic climate organisations must do more with less while also attempting to meet increasing customer expectations and the demands associated with multichannel and mobile devices.

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Sabio/CCA infograph on the key challenges for improving contact centres 2013

Challenging demand in the contact centre 

Demand management strategies have been implemented widely across the UK customer contact industry over the past 3 years.  In this survey, 68% of CCA members said they have a demand management strategy in place with a further 18% implementing one in the coming year (March 2012).  

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One step closer to the customer 

The rapid adoption of mobile devices, especially smartphones, and the growing influence of social media, have added to the complex environment in which organisations are struggling to listen to the increasingly fragmended voice of the customer. 

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From measurement to insight 

Customer intelligence is not just about measurement or metrics - it should inform and drive action.  Yet the research that underpins this paper reveals that 80% of respondents are not extracting the maximum insight possible from their customer interactions and as a consequence, are missing vital opportunities to take action. 

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