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Why call centres go wrong...again

27th Mar 2008
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More insight into why call centres can be so irritating with the finding that 31% of call centres do not plan outbound activity with 7% unable to quantify outbound workload.

According to the Professional Planning Forum (PPF), bigger departments are the norm within inbound contact centres, but this is not the case for outbound contact centres where 79% had 150 agents or less and 49% had no more than 30 agents making outbound calls.

Steve Woosey, Membership Director of the Professional Planning Forum, points out: “Planning for outbound calls is a specific skill, understanding what you are trying to achieve from the call and planning for it, whilst complying with Ofcom regulations is not as straight forward task. It is important to support planners in this area”

There is, according to the PPF, a "Blue Sky" scenario of "Call Blending" in which Inbound and Outbound calling is undertaken seamlessly by the same advisor so improving efficiency. You'll be surprised to hear - ahem - that this is proving elusive to realise.

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