Here’s a digest of what happened in the Call and Contact Center industry last week;
- Men are more willing to pay extra for better customer service — 55% versus only 36% women. Entirely twice as many men (18%) as women (9%) are willing to pay a surcharge up to 10% for better support.
- The U.S. has awarded nearly $20 million to a cloud-based call center services firm to manage call volumes to Small Business administration (SBA). Call volumes are expected to increase from about 20,000 to 60,000 calls a day or more.
- Contact centers will continue to be cost centers if companies don’t figure out how to break down agent turnover, decrease it, and put their money in the right places. Contact center expenses fall into three different categories: technology, admin, and labor.
- Of the many things businesses have learned with the COVID-19 outbreak, companies need alternatives to working in an office or physical contact center. The lessons learned from the global pandemic also apply to other circumstances, including natural disasters, bad weather, traffic jams, employee convenience, facility cost savings, and employee morale.
- Covid-19 has created many operational issues for businesses across the Asia Pacific. While many B2C companies across sectors such as retail, tourism, and transportation struggle to stay afloat, they cannot ignore their customers during the crisis.
- In a new study by the Eastern Management Group, 80% of businesses worldwide report using SIP trunking. SIP trunking has been a robust industry for years, with a compound annual growth rate (CAGR) of more than seven percent. 10% of all businesses buy CPaaS today, and 20% will do so in five years; by then, 30% of enterprises with more than 1,000 employees will be buying CPaaS. 40% of businesses use CCaaS, and the number will increase to 50% in five years. 40% of companies use video today, and the number will grow to 75% over five years. By then, up to 85% of enterprises with more than 1,000 employees will use video.
- India handles more than half of the world’s IT outsourcing. That has earned it the nickname “the world’s back office.” More than 60% of those operations support clients in the U.S. — everything from credit card companies and airlines to essential emergency services such as hospitals, police, and fire departments.
If you have challenges with your call center operations, get on a call with Call Center Studio.
Thanks for catching up on our call center news roundup. Have a lovely week.