Putting new systems in place that will help identify sales opportunities is a major issue for call centres, a new study has shown.
Dimension Data's 2009 Global Contact Center Benchmarking Report also revealed that finding ways to increase customer satisfaction is also a priority.
The study found that 66 per cent of those asked have a plan in place to allow them to lower their costs.
This represents a 9.4 per rise cent when compared to the figures from last year, call centre bosses may be interested to hear.
Martin Dove, global managing director for customer interactive solutions at the researcher, commented: "While companies have focused on consolidating and rationalising processes, functions and activities to cut costs, they're now seeking ways to deliver more value to the bottom line."
A recent study by SpeechStorm found that 75 per cent of interactions between companies and their customers occur over the telephone, highlighting the importance of a well-run call centre.
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