Matching consumer care resources with expected levels of demand is among the ways in which call centres can ensure strong performance next year.
This is the view of Sabio, which has drawn up a list of ten measures that can help firms throughout what is predicted to be a difficult 2010.
Reducing overall communication outlay, taking a pro-service approach, addressing back office issues and taking action against fraud are also advised.
Kenneth Hitchen, consulting director for the company, said that many customer care teams are being asked to maintain current service levels with fewer resources or to deliver improvements.
He commented: "These business imperatives aren't going to go away in 2010, so it's essential that organisations do everything they can to optimise their customer service activities, both strategically and at an operational level."
One firm addressing its customer service is AC Milan, which this week announced a new loyalty management deal.
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