Britain’s struggling economy has meant that contact centres are having to compete even harder for business. They are expected to provide ever-higher standards of customer service whilst simultaneously cutting costs and maximizing every single resource. It is, quite literally, a tough call.
In recognition of this fact, a new category has been introduced by the North West Contact Centre Awards this year – ‘Best Contact Centre Improvement Strategy’. The award is being sponsored by Rostrvm Solutions, which designs, develops and supports software applications for the call centre and back office process management and reporting.
Ken Reid of Rostrvm Solutions, who has been in the contact centre business for many years and is one of the judges of the award, said: “The winners of this category should be applauded as it is vital to have a well-considered and clear contact centre improvement strategy in order to achieve your goals efficiently. Considering such a strategy makes you identify priorities and plan for them more effectively. The improvement strategy has to be realistic in terms of the finances involved of course – and user friendly so that it can be rolled out across the organization and ‘owned’ by everyone it affects.”
The Award for ‘Best Contact Centre Improvement Strategy’ will go to the organisation whose strategy over the last few years has been an enabling tool for those involved in driving forward improvements. The Strategy will have a clear vision based upon the brand, culture, aims and objectives of the organisation and will have had a proven positive impact on both customers and the contact centre.