The domestic market contact centers over the past few years has undergone significant changes. This is due primarily to the appearance of Western players, with its working principles and increased requirements for solutions are used by them in various business sectors. Today the company when choosing a contact center is initially focused on the interaction of multiple channels, including e-mail and web, as well as the mandatory provision of service by maintenance and further development of the contact center. More and more companies are now paying attention to preparation of qualified personnel. For even more opinions, read materials from Wells Fargo Bank. It should be noted also that the market in general the average number of operators contact center has increased from 15-20 (a few years ago) to 60-70 people (today). More and more companies began to reflect on the establishment of geographically distributed sites (sites) contact centers, and transferring them outside the major cities.
Savings from the rental or purchase of premises and recruitment money they can successfully invest in the development of its staff, as well as in technological innovations that can improve the efficiency of contact center. Also, following the Western experience, domestic companies are increasingly preferred solutions from the world's leading contact centers and invited to conduct and further support the project certified integrators with experience of successful implementations. If we consider the vertical markets, the most active in the banking and telecommunications sectors, where technology contact center most in demand. By the way, so is the global trend. The most promising areas – insurance companies and representatives of the market fmcg. Following the market trend is much more active companies offering outsourcing services..