The growth will continue

The growth will continue editorial The growth will continue he German call center market continues to grow. For years, the annual increase in the number of jobs in the industry has in- Tcreased by between five and eleven percent. At the end of 2007, the roughly 420,000 persons employed by call centers represented around 1.2 percent of all gainfully employed persons. And the market holds still greater potential, provided that the awareness of service quality is intensified and an effective self-regulation is implemen- ted. The Call Center Forum Deutschland e. V. is the association of the call center industry and, for several months, has been working closely with the political scene and federal ministries in order to prevent an ill-fated legislative change initiated by consumers. The demand that contracts concluded by telephone be subject to written approval amounts to the end of outbound business and would also detrimen- tally affect part of inbound telephoning. At the present time, the chan- Manfred Stockmann ces that this law will be prevented are good. With its code of ethical President of Call Center practice for telephone marketing, an internet portal for the registra- Forum Deutschland e. V. tion of customer complaints, and a seal of approval for call centres, info@call-center-forum.de the industry has gone the way of creating a set of rules and regulati- ons that belong to the most stringent self-regulatory systems in Eu- rope. Politics has signalled its wish to await this self-regulation. A second important characteristic of the German market is the awa- reness of service quality, which has greatly suffered in recent years and has only begun to recover in the last few months. Call center operators and their customers are currently in the process of inves- ting in service and creating added value for customers, thereby also consciously generating increased turnover. This development is only just beginning and offers considerable room for innovations and new business models. The German wage and salary debate thus becomes superfluous: profitable customer dialog requires good call center ser- vices. And this, in turn, requires properly trained personnel, who – for a reasonable wage and salary level – will remain with their employ- er over the long term. One point is and remains critical: how valuab- le is the customer in the eyes of the company? In spite of this upheaval, the dynamic German market offers a great many chances for qualitative call center services. The growth will continue. 01/2008 www.callcenter-international.eu http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png CallCenter INTERNATIONAL Springer Journals

The growth will continue

Free
1 page
Loading next page...
1 Page
 
/lp/springer_journal/the-growth-will-continue-8N17c9DJac
Publisher
Gabler Verlag
Copyright
Copyright © 2008 by Springer Fachmedien Wiesbaden GmbH
Subject
Economics / Management Science; Economics/Management Science, general
ISSN
1865-9381
D.O.I.
10.1007/BF03252215
Publisher site
See Article on Publisher Site

Abstract

editorial The growth will continue he German call center market continues to grow. For years, the annual increase in the number of jobs in the industry has in- Tcreased by between five and eleven percent. At the end of 2007, the roughly 420,000 persons employed by call centers represented around 1.2 percent of all gainfully employed persons. And the market holds still greater potential, provided that the awareness of service quality is intensified and an effective self-regulation is implemen- ted. The Call Center Forum Deutschland e. V. is the association of the call center industry and, for several months, has been working closely with the political scene and federal ministries in order to prevent an ill-fated legislative change initiated by consumers. The demand that contracts concluded by telephone be subject to written approval amounts to the end of outbound business and would also detrimen- tally affect part of inbound telephoning. At the present time, the chan- Manfred Stockmann ces that this law will be prevented are good. With its code of ethical President of Call Center practice for telephone marketing, an internet portal for the registra- Forum Deutschland e. V. tion of customer complaints, and a seal of approval for call centres, info@call-center-forum.de the industry has gone the way of creating a set of rules and regulati- ons that belong to the most stringent self-regulatory systems in Eu- rope. Politics has signalled its wish to await this self-regulation. A second important characteristic of the German market is the awa- reness of service quality, which has greatly suffered in recent years and has only begun to recover in the last few months. Call center operators and their customers are currently in the process of inves- ting in service and creating added value for customers, thereby also consciously generating increased turnover. This development is only just beginning and offers considerable room for innovations and new business models. The German wage and salary debate thus becomes superfluous: profitable customer dialog requires good call center ser- vices. And this, in turn, requires properly trained personnel, who – for a reasonable wage and salary level – will remain with their employ- er over the long term. One point is and remains critical: how valuab- le is the customer in the eyes of the company? In spite of this upheaval, the dynamic German market offers a great many chances for qualitative call center services. The growth will continue. 01/2008 www.callcenter-international.eu

Journal

CallCenter INTERNATIONALSpringer Journals

Published: May 25, 2012

There are no references for this article.

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 12 million articles from more than
10,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Unlimited reading

Read as many articles as you need. Full articles with original layout, charts and figures. Read online, from anywhere.

Stay up to date

Keep up with your field with Personalized Recommendations and Follow Journals to get automatic updates.

Organize your research

It’s easy to organize your research with our built-in tools.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve Freelancer

DeepDyve Pro

Price
FREE
$49/month

$360/year
Save searches from
Google Scholar,
PubMed
Create lists to
organize your research
Export lists, citations
Read DeepDyve articles
Abstract access only
Unlimited access to over
18 million full-text articles
Print
20 pages/month
PDF Discount
20% off