Email UsAre IT Budget Freezes Leaving Your Customers In The Cold?
Carl Adkins, founder of Infinity CCS
Every supplier talks of Return on Investment (ROI) and this is particularly prevalent in the contact centre industry. Reduce costs, improve performance and increase sales are the claims, however, standard practice sees the contact centre having to make the upfront commitment and taking the gamble as to whether such claims are going to be realised in the future.
As a contact centre manger you face a massive dilemma, you can see the gaps you have in technology and the productivity short-falls that these are creating. You have probably looked in detail at the technology options available to you, been on the reference visit and are convinced of the cost savings or increase revenue that can be gained. However, with so many projects competing for corporate funds, are you prepared to take the risk of committing to a quick return on investment.
The current economic downturn is only compounding this dilemma, many capital expenditure budgets have been cut, internal system development projects placed on hold, and where scarce budgets are available pay-back has to be proven and timescales are reviewed in months rather than years.
I strongly feel that the current climate will force a long overdue Inflection Point in the industry and change the way in which software and solutions are purchased in the future. Suppliers need to stand up and share the responsibility, if they promise cost savings and expect contact centres to make investment based on these promises, then they have to share the risk. Whereas some suppliers are being more flexible in their purchase models, few suppliers are embracing this necessary change.