The biggest challenge for operations managers is to recruit and retain appropriately qualified but cost effective contact centre advisors.
The rise of automation is exacerbating this problem as simple calls are automated out and more complex calls requiring advisor expertise and knowledge are being passed through to the contact centre.
The push to cut costs has resulted in centres either recruiting inexpensive and inexperienced service staff (who have a high propensity to churn) or offshoring to get cheaper access to more highly educated populations.
However, offshoring has not been entirely effective in solving the cost/skills gap. A backlash in customer
satisfaction and spiralling costs in popular offshoring hotspots such as India are starting to make offshoring a less attractive strategy.
This all adds up to a potential recipe for disaster as contact centres fail to deliver either their efficiency targets or their customer promises.