(ANI) - Only 18% of call center decision makers to assess the quality of local services as Very Good. The call center managers agree that they have to invest and to call for a dual training system for call center employees. By the industry association Callnet proposed Code of Ethics is supported by 82 percent of managers. Competence Call Center (http://www.yourccc.com) carried out in advance about the Swiss CRM Forum and swisscontact day a poll about the quality and skill in the Call Center. 120 call center decision makers from the Swiss call center industry with agreed with their assessment, and provided valuable insight into the soul of call centers in Switzerland. The question of how the call center manager, the quality of the Swiss call centers evaluated, only 18 percent responded with Very Good, 55 percent good and 27 percent of Plenty. That voting shows that Switzerland is still catching up in quality of the call center has provided.
The second question dealt with the investment in the skills of call center employees. Here, 64 percent of decision-makers assume that the investment will rise, 36 percent said that their investments in call center employees will remain the same.
On the subject of qualifications of staff the call center managers were further questioned whether there should be in Switzerland, a standardized training (apprenticeship) for call center employees, or whether the companies continue to be responsible even for the skills of their employees. The result: 55 percent approve of the call center decision makers a standardized training, 45 percent expressed the view that the companies continue to be responsible for the content and financial responsibility for the training of staff. In this respect, Switzerland is an international trend. The results provide a clear indication of a dual education system, invest in one hand, which the companies in training their call center employees, but also represented the view that society has to make a contribution for the profession of call center employees to this job the role and the image can be given to earn to the people.
The issue of quality versus cost pressures appreciate the call center decision makers for Switzerland is as follows: 45 percent expect that the focus is on quality in Swiss call center industry prevail. 55 percent anticipate that the cost pressure will increase on domestic call center industry. The fact that all the work on reputation and image of the industry needs to be done, see the experts as an important task of the industry associations. Call Center Association of the Swiss Code of Honor Callnet planned to support 82 percent of call center managers. The reputation of the industry is the decision-makers at heart. They assume that a code of ethics, which holds the behavioral rules in the Outbound, and can contribute to image quality improvement in telephone marketing. Only 18 percent believe that a code of ethics does not constitute the right move for the image and quality in the industry. When asked which sectors will continue to pay the subject of call center even more important, the experts continue to see telecom with 48 percent in the leading group, followed by banking and financial services sector with 29 percent and the airline and tourism industry, with 22 percent.
The question of location in Switzerland is of particular importance: business alignment, and multilingualism here often play a crucial role. The Call Center Manager agreed with 73 percent for Zurich as the best call center location in Switzerland. 18 percent rated Biel as a call center hot spot, 9 percent said Friborg as the best call center location in Switzerland. There was unanimity on the relevance of industry events for the development and professionalization of the industry: The Call Center Experts support call center and CRM forums and hold events like this provide a good opportunity for cross-industry exchange of ideas and experiences.
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Tags: biel, callcenter, telephony, umfrage
