Product Type: Market Research Report
Published by: Business Insights
Published: August 2000
Product Code: R162-124Description "The IT Services market for Europe currently stands over $650 Million and will be worth $1.25 Billion by 2003 and a 99% growth of agents employed over the same period. These figures demonstrate clearly the
importance companies are placing on customer relationship management(CRM) and call centre technologies for the future.
"
Table of Contents Executive Summary
Overview
Operational Issues
Business Trends
Impact of the Internet
Human Issues
Chapter 1 Overview
Summary
Introduction
- A European outlook
- Survey methodology
The focus of the call centre is shifting
- The Call centre is hub of CRM
- There is ambivalence towards speech recognition technologies
- The Internet is having and will continue to have a significant impact on contact centres
- New technologies will change the role of the human agent in contact centres
Chapter 2 Operational Issues
Summary
- How many agent positions do you have?
- Call centre growth
- The telephone call
- Operational issues: A discussion
Chapter 3 Business Trends
Summary
The truth about CRM
- Questions to companies that have implemented or are currently implementing CRM
- Questions if CRM had not been implemented
- The truth of CRM: A discussion
Call Centre operation
- "Warm calling" will be the standard
Speech Recognition
- What efficiencies has speech recognition provided?
Interactive voice response: doing the donkey work?
Chapter 4 Impact of the Internet
Summary
The Internet changes business
- Does your company have a website?
- Changes in contact methods
- Is your call centre web-enabled?
- Are you under pressure to increase agent efficiency, increase customer satisfaction/loyalty or increase sales?
Impact of the Internet on agents
Impact of the Internet: A discussion
Chapter 5 Human Issues
Summary
The role of the agent is evolving
- Agent training
- The potentials of outsourcing
The professional agent
Chapter 6 Index
List of Figures
Figure 1.1: Information Flow Within CRM
Figure 2.2: How many agents do you have? Respondents by Call Centre Size
Figure 2.3: Call centre growth between 1999 and 2003
Figure 2.4: What is the average length of each call?
Figure 2.5: Average number of calls per year per call centre and average length of call by vertical market
Figure 2.6: Average number of calls per agent per year by vertical market
Figure 3.7: Has your company implemented CRM? Respondents by vertical market
Figure 3.8: Which new technologies did you implement or replace?
Figure 3.9: What are your reasons for implementing CRM?
Figure 3.10: What were the major problems that you faced?
Figure 3.11: Do you plan to implement CRM in the future? Respondents by vertical market
Figure 3.12: Which new technologies will you implement/replace?
Figure 3.13: Overall Call Centre Budget
Figure 3.14: What proportion of your IT budget is spent on hardware, software or service?
Figure 3.15: Call centre activity, 1999
Figure 3.16: What proportion of staff deal with both inbound and outbound calls now and in 2003? Respondents by vertical market
Figure 3.17: What proportion of staff deal with both inbound and outbound calls now and in 2003? Respondents by call centre size
Figure 3.18: Do you use speech recognition?
Figure 3.19: What will you use speech recognition for?
Figure 3.20: What will be the main inhibitors of speech recognition uptake?
Figure 3.21: What proportion of calls are dealt with totally by IVR? Respondents by vertical market
Figure 3.22: What proportion of calls are front-ended by IVR? Respondents by vertical market
Figure 4.23: Growth of Web-Enabled Call Centres In Europe, 1998-2003
Figure 4.24: Internet-Integrated Call Centre
Figure 4.25: Proportion of respondents with websites by vertical market
Figure 4.26: Contact methods in 1999 and 2003
Figure 4.27: Is your call centre web enabled? Respondents by vertical market
Figure 4.28: Proportion of web-enabled agents in 1999 and 2003 by vertical market
Figure 4.29: How e-mails are handled in 1999 and 2003
Figure 4.30: Why are you web-enabled?
Figure 4.31: Call centre manager pressures
Figure 4.32: Do you/when will you use web collaboration/page-pushing?
Figure 4.33: Why do/will you use web collaboration/page pushing for?
Figure 4.34: Which technologies would be of most use to you in a web-based environment?
Figure 4.35: How has web-enablement affected cost and service levels?
Figure 5.36: How long does it take on average before a new agent becomes totally competent? Respondents by vertical market
Figure 5.37: What is training time spent on?
Figure 5.38: On average how long do agents tend to stay? Respondents by vertical market
Figure 5.39: How could training time be reduced most effectively?
Figure 5.40: Do agents who handle inbound and outbound calls require more training?
Figure 5.41: What effect do you think web/phone blending will have in the future?
List of Tables
- Table 1.1: Respondents by country
- Table 1.2: Respondents by vertical sector
- Table 1.3: Respondents by number of employees in Europe
- Table 2.4: How many agents do you have? Respondents by call centre size
- Table 2.5: Call centre growth between 1999 and 2003
- Table 2.6: What is the average length of each call?
- Table 2.7: Average number of calls per year per call centre and average length of call by vertical market
- Table 2.8: Average number of calls per agent per year by vertical market
- Table 3.9: Has your company implemented CRM? Respondents by vertical market
- Table 3.10: Which new technologies did you implement or replace?
- Table 3.11: What are your reasons for implementing CRM?
- Table 3.12: What were the major problems that you faced?
- Table 3.13: Do you plan to implement CRM in the future? Respondents by vertical market
- Table 3.14: Which new technologies will you implement/replace?
- Table 3.15: Overall Call Centre Budget
- Table 3.16: What proportion of your IT budget is spent on hardware, software or service?
- Table 3.17: What proportion of staff deal with both inbound and outbound calls now and in 2003? Respondents by vertical market
- Table 3.18: What proportion of staff deal with both inbound and outbound calls now and in 2003? Respondents by call centre size
- Table 3.19: Do you use speech recognition?
- Table 3.20: What will you use speech recognition for?
- Table 3.21: What will be the main inhibitors of speech recognition uptake?
- Table 3.22: What proportion of calls are dealt with totally by IVR? Respondents by vertical market
- Table 3.23: What proportion of calls are front-ended by IVR? Respondents by vertical market
- Table 4.24: Proportion of respondents with websites by vertical market
- Table 4.25: Contact methods in 1999 and 2003
- Table 4.26: Change in contact methods between 1999 and 2003
- Table 4.27: Is your call centre web enabled? Respondents by vertical market
- Table 4.28: Proportion of web-enabled agents in 1999 and 2003 by vertical market
- Table 4.29: Number of e-mail contacts per month by vertical market
- Table 4.30: How e-mails are handled in 1999 and 2003
- Table 4.31: Why are you web-enabled?
- Table 4.32: Call centre manager pressures
- Table 4.33: Do you/when will you use web collaboration/page-pushing?
- Table 4.34: Why do/will you use web collaboration/page pushing for?
- Table 4.35: Which technologies would be of most use to you in a web-based environment?
- Table 4.36: How has web-enablement affected cost and service levels?
- Table 5.37: How long does it take on average before a new agent becomes totally competent? Respondents by vertical market
- Table 5.38: What is training time spent on?
- Table 5.39: On average how long do agents tend to stay? Respondents by vertical market
- Table 5.40: How could training time be reduced most effectively?
- Table 5.41 : Do agents who handle inbound and outbound calls require more training?
- Table 5.42: What effect do you think web/phone blending will have in the future?
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