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, email@example.com 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
CallCenter INTERNATIONAL – Springer Journals
Published: May 25, 2012
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