Call Centers Becoming Profit Centers, According to Portrait Software Research
Boston, October 19, 2010 – Large business-to-consumer (B2C) organizations are shifting the focus of their call centers to become revenue generators rather than simply answering customer queries or executing transaction requests, according to research findings unveiled today by Portrait Software, a leading provider of customer interaction optimization software and now a part of Pitney Bowes Business Insight (PBBI). Conducted by Loudhouse Research, the independent study surveyed strategic decision-makers at UK and US in-house call centers and found that 69% of large B2C organizations view their call centers as business-critical revenue generators.
To meet this growing demand for call centers to deliver revenues, 60% of respondents cited the need for better integration of inter-departmental customer data as a key focus for the next 12 months. In particular, the need to integrate call center data with online customer service was seen as a primary focus for the next 12 months, with 54% of decision makers citing this as a key challenge for the year ahead.
The changing role of call center employees
With more and more consumers opting out of outbound marketing (mail, email and telephone), organizations are looking to maximize all inbound customer interactions. Call center staff are increasingly expected to pursue new real-time cross sell and up sell opportunities; however, 86% of respondents stated that call center staff need a broader range of skills to deliver these revenues. A further 85% of respondents claimed that call center interactions with customers are drivers for conveying their organization’s brand values, making the role of call center staff even more critical in developing profitable relationships with customers.
“Organizations are realizing that traditional, outbound marketing, particularly via the telephone, offers diminishing returns for the business,” says Luke McKeever, CEO, Portrait Software. “As such, the future of the customer relationship resides in sustained, informed and tailored customer service and the call center is a critical factor in this process. Whilst customers may not expect to be sold to, they expect to be understood and for their needs to be met at all times. For progressive organizations this represents an opportunity to build loyalty and revenues at all levels of customer engagement. Looking ahead, as markets continue to become more competitive, it will be those organizations that use intelligent, company-wide data to fully understand the needs of their customers and to make relevant and timely offers, that will ultimately succeed.”
For more information on the findings of the study or a copy of the report, please contact email@example.com
Notes to Editors:
The Portrait Software Customer Insight Research report was conducted in August and September. CATI (computer-assisted telephone interviewing) was used to speak with a sample of professionals in strategic decision-making roles in in-house call centres of 50 seats or more. 65 interviews were conducted with managers of centres in the UK and 70 were conducted in the US. The research was conducted by Loudhouse Research, an independent research consultancy based in the UK.
About Portrait Software
Portrait Software is now part of Pitney Bowes Business Insight (PBBI).
Portrait Software enables organizations to engage with each of their customers as individuals, resulting in improved customer profitability, increased retention, reduced risk, and outstanding customer experiences. This is achieved through a suite of innovative, insight-driven applications which empower organizations to create enduring one-to-one relationships with their customers.
Portrait Software was acquired in July 2010 by Pitney Bowes to build on the broad range of capabilities at Pitney Bowes Business Insight for helping organizations acquire, serve and grow their customer relationships more effectively. The Portrait Customer Interaction Suite combines world leading customer analytics, powerful inbound and outbound campaign management, and best-in-class business process integration to deliver real-time customer interactions that communicate precisely the right message through the right channel, at the right time.
Our 300 + customers include industry-leading organizations in customer-intensive sectors. They include 3, AAA, Bank of Ireland, Bank of Tokyo Mitsubishi, Dell, Fiserv Bank Solutions, Lloyds Banking Group, Merrill Lynch, Nationwide Building Society, RACQ, RAC WA, Telenor, Tesco Bank, T-Mobile, TrygVesta and US Bank.
For more information please visit: www.portraitsoftware.com or www.pbinsight.com
125 Summer Street
Boston, MA 02110, USA
Cheryl Gale/Nate Hubbell
This release was published on openPR.
Permanent link to this press release:
Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.
You can edit or delete your press release Call Centers Becoming Profit Centers, According to Portrait Software Research here
News-ID: 148513 • Views: 1107
More Releases from Portrait Software
Portrait Software Awards T-Mobile Austria ‘Uplift Award’, Recognizing Outsta …
T-Mobile Reduces Churn and Marketing Volumes Simultaneously with Portrait Uplift Optimizer Loyalty World Conference and Exhibition; London – November 16, 2010 - Portrait Software, a leading provider of customer interaction optimization software and now a part of Pitney Bowes Business Insight (PBBI), today presented Christian Reder, Marketing Analyst at T-Mobile Austria GmbH, with the Portrait Software 2010 “Uplift Award” at the Loyalty World Conference. The Uplift Award honors companies which have
RACQ revitalizes member interaction platform with Portrait Software
Software to deliver cost savings of over a$6 million Henley-on-Thames, 7 October 2010 - Portrait Software, a leading provider of customer interaction optimization software and now a part of Pitney Bowes Business Insight (PBBI), today announced that The Royal Automobile Club of Queensland Australia (RACQ) has chosen it as the technology platform for RACQ’s Member Relationship Management (MRM) Program. According to RACQ, the technology refresh and resultant efficiency improvements are
Portrait Software to Reveal how Incremental CRM Technology improves Up sell, Cro …
Henley-on-Thames, UK – July 26, 2010 - Portrait Software, a leading provider of customer interaction optimization software and now a part of Pitney Bowes Business Insight (PBBI), will showcase how intelligent analytic solutions can enhance existing customer interaction strategies at the upcoming CRM Evolution 2010 Conference and Expo. The event will take place August 2-4, 2010 at the New York Marriot Hotel in New York City. Leading Portrait’s presence
Call me, the Danish Mobile Communications Company, Selects Portrait Software to …
Boston, MA – 20 July, 2010 - Portrait Software, a leading provider of customer interaction optimization software and now a part of Pitney Bowes Business Insight (PBBI), today announces that the Danish mobile communications company, Call me, has selected Portrait Campaign Manager (PCM)* to improve return on investment from email-driven campaigns. Call me has been using PCM for all email-driven campaigns since the start of May and plans to deploy PCM
More Releases for Bank
Neo and Challenger Bank Market by Type of Bank (Neo Bank and Challenger Bank)
Neo and Challenger Bank Market is registering a CAGR of 50.6% during the forecast period 2016-2020. Neo and challenger bank market has witnessed healthy growth rate in terms of customer base over the past few years, and is expected to witness optimistic growth in the near future. Access Full Report: https://www.alliedmarketresearch.com/neo-and-challenger-bank-market The global market is driven by factors such as government regulations, convenience offered to consumers, and low interest rates as compared
India Retail Loan Market 2018 - State Bank of India, ICICI Bank, HDFC Bank, Axis …
The growth in the retail finance disbursement would be largely driven by improving affordability, increasing propensity to consume and the fact that the penetration level of retail finance loans is still low. Retail Loan industry has also suffered a certain impact, but still maintained a relatively optimistic growth, the past four years, Retail Loan market size to maintain the average annual growth rate of X% from XXXX million $ in 2014
Load banks offer one of the most flexible ways to validate critical power systems and components. Load bank testing of power systems includes validating the operational conditions and output of electrical power systems such as generators, gas turbines, transformers, HVAC systems, UPS, batteries, and relays in various industries like oil and gas, power, healthcare, marine and defense, and telecom. It is also very effective in reducing wet stacking problems, removal
Blood Bank Market 2017
ReportsWeb.com has announced the addition of the “Global Blood Bank Market Research Report 2017” The report focuses on global major leading industry players with information such as company profiles, product picture and specification. Blood Bank industry from two aspects. One part is about its production and the other part is about its consumption. In terms of its production, we analyze the production, revenue, gross margin of its main manufacturers and
Trend survey “Bank & Zukunft”
Latest edition in the survey series reveals trends and developments in the financial sector More than 365 decision-makers from the banking sector took part in the Bank & Zukunft 2014 trend survey. In rating current challenges and developments, their responses reveal that banks are generally optimistic about the future. The biggest challenges remain the difficult interest rate situation and how to implement consistent, customer-oriented service. Once a year as part of the
Kaupthing Bank Luxembourg acquires Robeco Bank Belgium
Reykjavik, Iceland--October 21st 2007--Kaupthing Bank Luxembourg S.A., a subsidiary of Kaupthing Bank hf., has signed an agreement by which Kaupthing Bank Luxembourg S.A. purchases Robeco Bank Belgium. Robeco Bank Belgium is a small Belgian bank that was founded in 2002 and focuses mainly on private banking and asset management. The bank has 32 employees and is based in Brussels and Antwerp. Robeco Bank Belgium has 6,800 clients. At the