Future looking bright for contact centres

Signs of confidence returning to the contact centre sector as vast majority forecast stability or growth through 2010

A comprehensive survey commissioned by Noble Systems of more than 1200 independent contact centres reveals that 97 percent of respondents expect their businesses to grow or remain stable in 2010, a sign of strong confidence returning to the recession hit sector.

 “The survey confirms something we’ve known for years: the contact centre industry is one of the most dynamic and fastest-growing sectors,” said James Noble, President and CEO of Noble Systems. “The overwhelmingly positive response reflects the strong diversity and innovation in the field today.  Contact centres are an integral part of customer relationship management in an increasingly global and virtual marketplace.”

Conducted in February this year, the survey sought input from contact centre managers about their businesses and the state of the industry as a whole.  The survey was aimed at 1,275 companies serving a variety of sectors including collections, travel, health care and more.

According to the survey, 48 percent of respondents indicated an expectation that their business would grow in 2010 while 49 percent believed it would remain consistent.  Only three percent of participating contact centres anticipated a revenue reduction for the year.