IT Issues Holding Back the Contact Centre Industry

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44% of industry professionals have named ‘IT Issues’ as a key barrier to running their dream contact centre.

A recent survey by Call Centre Helper, sponsored by NewVoiceMedia, asked over 600 members of the contact centre industry ‘What barriers stop you from running your dream contact centre?’.

The findings revealed that budget (67%), IT issues (44%), the need for new technology (40%) and technology not being joined up (35%) are all being held responsible for stopping progress in the contact centre.

Over 35% said ‘Technology not joined up’ stops them from running their dream contact centre.

Management buy-in and staffing issues are also holding things back

It is equally apparent that a number of staff-related issues are holding back progress – with management buy-in (28%), not enough staff (25%), agent buy-in (17%) and lack of skills (15%) also being held responsible.

Download ‘What Contact Centres Are Doing Right Now (2015 Edition)’ to find out more.

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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