Rxp.co.uk
Title
Call Centre Consultants - RXPerience
Description
RXPerience is a management consultancy specialising in Contact Centres. Whether it is strategic definition, optimising performance or outsourcing, our knowledge and experience can help you, your centre or your business. Our Contact Centre tools, guides and modules are based on over 20 years experience in the industry.
We believe that the UK contact centre industry is currently in good health having grown by almost 250% since 1995. A recent independent report commissioned by the Department of Trade and industry (DTI) reflects this growth pattern, predicting that the sector is set to gain a significant 200,000 jobs in the next three years and that it will be primed to employ 1 million people by 2007 (4 times more than India in same year).
We believe that UK companies that are committed to retaining local contact centres should invest heavily in agent quality and performance improvement technologies to repel the threat of ‘offshoring’. The potential for market growth and a new focus on technologies such as speech recognition that will reduce operating costs, and in e-mail management that will help call centres transform into multi-channel customer support operations augers well. However, despite the positive outlook the DTI report also highlighted areas in the industry that require improvement; workforce skill development and job satisfaction, raising the profile of the industry in the mind of the consumer and educating companies about the hidden and often poorly understood costs of ‘offshoring’.
Logos
