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UK contact centres up there with world's priciest
News The country costs are being inflated by the lack of well-qualified contact centre staff, something common across Western Europe and the US, according to market analysts Datamonitor. Peter Ryan, head of contact centre outsourcing analysis at... [20 Jun 2008]
Indian offshore call centres 'not doomed'
News While last week Lloyds TSB became the latest company to decide to reduce its use of Indian call centres, earlier this week Barclaycard announced it is moving more work to Mumbai and Datamonitor contact centre outsourcing analyst Peter Ryan said it... [08 Mar 2007]
Offshore outsourcing upstarts bite at India's heels
News Contact centres ranked by price per agent hour (cheapest at the top; source Datamonitor): While India is going to remain by far the largest market - with 169,000 offshore call centre staff by 2010, up from 95,000 last year - smaller players will... [07 Jun 2006]
IP poised to storm the call centre
Comment Don't call it a revolution but Datamonitor analyst Daniel Hong says VoIP will soon become mainstream in call centres, with the UK lagging greenfield markets such as India and China. Daniel Hong is the CRM analyst at Datamonitor. [16 Feb 2005]
Call centre exodus from UK shores continues
News Separate research from Datamonitor forecasts outsourcing call centre operations - usually those deemed 'non-core' - will be a trend too, though companies in mainland Europe are more conservative about offshoring, even within the region. [15 May 2003]
Humans face a grim future in call centres
News However, Evan Kirchheimer, managing analyst for CRM at Datamonitor, said there is "definitely" a trend towards automation but he said that he does not believe this will endanger agents jobs overall. Mike Cleugh Head of iCommerce at Merchants, which... [17 Aug 2001]
Multimedia contact centres: The future of CRM?
Comment By 2003, we'll be talking about 'contact centres', where a significant amount of customer contact will occur via email, interactive TV, WAP-enabled phones and websites. For multimedia contact centres, this is not the case. [12 Sep 2000]
ITU creates single pan-European phone code
News Steve Morrell, senior analyst at Datamonitor, said: "If a big clump of the budget is spent on regional numbers then I can see the benefits, but call centres will lose their local flavour and that can be dangerous. [25 Apr 2000]
News in View: Call centres face Net integration test
News The Internet was originally seen as a threat to the traditional call centre, but recent research by Datamonitor refutes this. However, many call centres are receiving thousands of emails each week. They'll get caught short with the uptake of... [31 Jan 2000]
Call centres forced to develop attractive recruitment packages
News Gerald Theresin, Datamonitor consultant, agreed with the report's findings, saying that the change was part of a growing trend towards better trained and more versatile staff. Call centres are continually raising salaries and tailoring employment... [01 Nov 1999]
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