O que esperar do mercado de contact centers em 2016?


Com o final do ano chegando, já começam as previsões a respeito do futuro econômico para o país em 2016. O setor de contact center, por exemplo, deve crescer apenas 4,62% em 2015, um pouco abaixo da projeção inicial de 5,07%, segundo levantamento da E-Consulting Corp. O que esperar desse mercado nos próximos 12 meses?

Se depender da recente pesquisa divulgada pelo Centro de Inteligência Padrão (CIP), comparando o período entre 2013 e 2014, o cenário é altamente positivo. De acordo com as 30 maiores empresas do Brasil em operações terceirizadas, a rentabilidade por PA (Posição de Atendimento) aumentou 33%, passando de R$ 50,9 mil para R$ 67,7 mil. Com relação à produtividade do colaborador, houve 25,3% de crescimento, indo de R$ 34,4 mil para R$ 43,1 mil.

“A tecnologia é uma das grandes responsáveis por esses números. Hoje temos ferramentas, como o discador automático, potencializando a produtividade em até 45%. Os diversos tipos de URA também podem realizar procedimentos simples, como a confirmação de dados, reduzindo o custo da negociação como um todo. Existem muitas possibilidades!”, comenta Carlos Henrique Mencaci, Presidente da Total IP – solução integrada de voz e e-mail para contact centers.

Serviço:

11º Congresso Nacional de Crédito e Cobrança – CMS SP
Dias: 10 e 11 de novembro
Local: Expo Center Norte, em São Paulo, SP.
Endereço: R. José Bernardo Pinto, 333 – Vila Guilherme.
Horário: 9h às 18h30 (credenciamento a partir das 8h)

Site: http://www.cmspeople.com/eventos/2015/brasil/11/    

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