Struggling economy 'encouraging call centres to innovate'

Date: 07/11/2011

Businesses could be looking to purchase revenue share numbers and think of new ways to attract customers and generate greater profits.

This is because, according to a new report from Frost & Sullivan, the current state of the economy is encouraging companies to rethink their strategies.

Entitled Contact Centre Systems Markets in EMEA, the document noted firms want to get ahead of the competition and gain market share in the difficult climate.

Furthermore, it stated sales of agent performance optimisation tools used by call centres are beginning to recover and the market is predicted to reach $1,074 million (£671 million) in 2017, after sales of $670.9 million in 2010.

Senior industry analyst at Frost & Sullivan Suvradeep Bhattacharjee said: "Growth in western Europe will come mainly from the public sector and from outsourcers."

Director and consultant with e-learningcentre.co.uk David Patterson recently claimed e-learning can have "hugely impressive" results when used as a training method for new staff members in call centres.