Rod Jones Contact Centre Optimisation Trends 200811

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Contact Centre Optimisation Trends

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Rod Jones Contact Centre Optimisation Trends 200811

  1. 1. • • • • • • • • • • •
  2. 2. • • • •
  3. 3.
  4. 4.
  5. 5. The survey sample closely resembles the regional breakdown of the Contact Industry Hub database which formed the basis of the sample extraction; On a national basis the overall sample of 313 is representative of the CIH database at a 95% confidence interval.
  6. 6. • Johannesburg (Gauteng) • Bloemfontein • Durban Natal) (Free State) (KwaZulu Cape Town • Port Elizabeth • (Western Cape) (Eastern Cape) Sample Size = 313
  7. 7. Sample Size = 313
  8. 8. Sample Size = 308
  9. 9. • • • • •
  10. 10. Winds of change Boomers Generation Generation Generation statistics Percent of population 41% 20% 14% Ave. no. of hours spent at work per week 42.6 39.1 35.4 Percent reporting that their job 'severely' or 'very severely' interferes with their family life 14% 29% 36% Percent of 'leavers' (people considering leaving their jobs) who cite work/life imbalances as a key reason 12% 45% 48% Percent who would like additional responsibility in the workplace 60% 39% 23% Percent of men who would like more flexible working arrangements 23% 69% 75% Percent of women who would like more flexible working arrangements 65% 83% 85% Percent of men who predict that they will work on a part-time basis in the next 5 years 1% 12% 19% Percent of women who predict that they will work on a part-time basis in the next 5 years 15% 19% 36% Percent reporting that they would leave their jobs for greater control over their work schedules 1% 66% 85% Percent reporting that they would leave their jobs for greater flexibility 2% 59% 92% Percent reporting that they would leave their jobs for the ability to work fewer hours 1% 48% 64% Percent reporting that they would leave their jobs for the ability to telecommute 0% 50% 75% Percent who expect to leave their current employers in the next year 43% 52% 70% Used with permission © 2007-2008 Quest Flexible Staffing Solutions. All rights reserved.
  11. 11. • The New CRM Customer Rage Management
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  13. 13. The Game is on !

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