challenges

“poor management, weak communications, de-motivated teams, inadequate IT systems, forecasting and planning”

The key growth drivers of the contact centre model are the enhanced productivity and cost benefits it offers. Despite their importance, many contact centres are under-performing and often face major challenges – these typically include poor management, weak communications (internally and with other key departments in the organisation), de-motivated teams, inadequate IT systems and poor forecasting or planning.

CCW’s “total solution” service is geared to identifying the key challenges faced by specific clients, and implementing bespoke solutions to improve the performance of their contact centre(s).

Rapid advances in telecommunications and IT have transformed the way customers interact with companies in today’s environment. Seamless customer services can be offered at multiple levels and from many parts of the world - via telephone, email, text, fax, letter and web-communication. Within this environment customer expectations are high.

the contact centre - a mission critical component

Companies’ reputations and their brands are built on delivering high quality products and supporting these with efficient customer service. On the service side, failure to satisfy customers and prospects can result in lost business and even damage a firm’s brand. Ultimately share prices can be impacted and bottom line performance may suffer.

Business today is increasingly competitive. The need to cut costs, improve return on capital investment, streamline training, enhance people efficiency and maximise IT and communication efficiencies has all focused attention on high performing contact centres as an answer - Datamonitor research suggests that by 2008 the rapidly growing Contact Centre industry will be worth US$21 billion globally.

For many firms contact centres are now a mission critical component of their business. These include airlines, financial services, travel & leisure, media and IT companies. CCW aims to meet their challenges.