Delays in the implementation of contact centre software can cause project costs to double, a new study has suggested.
Research by the Customer Experience Foundation (CEF) has revealed this problem is largely ignored by firms in the UK, call centre bosses may be concerned to hear.
It found that more than seven months are typically added to a project due to delays, with this heaping an additional 90 per cent onto a budget.
Tracking costs were also found to be an issue, with more than three quarters of those asked admitting to either not paying attention to this or only tacking some of a scheme's costs.
Professor Morris Pentel, founder and chairman of the CEF, commented: "We believe this is the first time anyone has shown what a massive problem the industry has here."
In other news, a recent study by Dimension Data stressed that call centres are implementing measures to help them increase sales from inbound calls.
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