Call Centre Expo 2004 — 29-30 September, 2004 — Birmingham NEC, UK
London, 20 July 2004. Headlines announcing job losses, rumours of customers left on hold for hours and its reputation of running 21st century sweatshops have plagued the call centre industry over recent years. However, a recent survey of call centre professionals has demonstrated that the industry has not only put its troubles firmly in the past but that it’s also looking set to make great progress in the future.
69% of call centre professionals envisage that that the number of agents in their call centres will increase over the next 12 months, according to the results of the survey conducted by the organisers of Call Centre Expo 2004, Europe’s premier exhibition and conference for call centre and customer contact solutions. Far from being the typical sweatshops that call centres are believed to be, 69% believed the retention level of call centre agents had significantly increased over the last five years.
The hot topic of outsourcing was discussed with 75% of call centre professionals questioned stated that they did not foresee their organisations’ call centres being outsourced. When asked if the Government should intervene to stem the flow of organisations outsourcing their call centres overseas, responses were mixed. Whilst 45% felt that overseas outsourcing was just an inevitable fact when operating in an international market, 55% felt that there was need for Government intervention.
Making moves to improve the experience of customers calling into a call centre, a staggering 88% recognised the need for call centres to work more closely with the other customer-facing departments within their organisation. To tackle the increasing demands of today’s customers, 79% claimed that their call centre could already handle multi-channel communication with their customers.
Looking to the future, the main technologies to attract investment from call centres over the next 12 months were multi-media, workforce optimisation and IP. Whilst 61% were either in the process of upgrading their ACD system or plan to within the next three years.
“With doom and gloom headlines dominating the UK press over recent years, it’s easy for call centre professionals to overlook the progress that this relatively young industry has achieved,” explains Mark Snell, Portfolio Director, Call Centre Expo 2004. “This survey clearly demonstrates that many of the beliefs held about call centres are merely myths. The evidence clearly demonstrates an industry constantly striving to improve customer experience whilst providing an attractive proposition for new and existing employees.”
Snell concludes: “There’s always room for improvement in any industry. The Call Centre Expo 2004 exhibition and conference provides call centre and customer contact professionals with the products and services to help them achieve this whilst the conference sessions enable delegates to learn from the case-study led presentations of best practice throughout Europe.”
For more information on Call Centre Expo 2004 or to register for free entry, please visit www.callcentre-expo.com <http://www.callcentre-expo.com> or call the visitor hotline on +44 (0)870 429 4520.
About Call Centre Expo:
Since its launch in 1999, Call Centre Expo has achieved extensive growth in both visitor and exhibitor figures. The show doubled in size between 1999 and 2000, and then again between 2000 and 2001. Call Centre Expo 2003 attracted over 200 exhibitors and 7,082 attendees (ABC Audited). Call Centre Expo 2004 will take place on 29-30 September 2004 at the NEC, Birmingham, UK.
About CMP Information
CMP Information is the UK-headquartered professional media division of United Business Media plc.
Operating in the UK, US, Asia and Europe, CMPi delivers business media solutions to a number of industry sectors. Its products including magazines, exhibitions, conferences, awards, directories and websites are targeted at business professionals across a range of markets; these include Building & Property, Healthcare, Entertainment, Travel, Agriculture, IT & Games and Print.
Amongst its well-established brands are industry leading publications including Guitar Player, Building, Pulse, Travel Trade Gazette, Building Design, Property Week, Music Week, and Chemist & Druggist. CMPi also has a number of leading directories, compendiums and information services such as the Building Product Compendium, Benns Media, The Knowledge and the Professional Series. It also has a number of exhibitions recognised as the pre-eminent events in their respective market sectors. These include CPhI, FIE, The Interiors Event, ACPO, International Fire Expo and IFSEC.
CMPi’s magazines reach over 1.3 million readers directly through subscription, newsstand and controlled circulation, while over 250,000 business professionals and marketers visit its exhibitions each year. CMPi has approximately 1,000 employees and in 2003, CMPi’s revenues totalled £135m and its profits were £25.3m, providing around 25% of UBM’s group operating profits.
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