Following are insights from LeapFrog!^®!, Response Design's metric database on what companies feel are their greatest challenges and objectives:

If you were given a 10% increase in your call center's budget, where would you allocate the funds?
71% Technology
58% Personnel
14% Process
7% Facility
3% Other

What people challenges do you have within your call center? (Check all that apply.)
73% Increasing productivity
68% Increasing quality
62% Morale
61% Skills upgrading
56% Attendance
54% Schedule adherence
53% Recruiting
47% Positive attitude when responding to customer complaints
47% Retention
36% Teamwork
23% Breaking down operational silos
21% Multi-lingual requirements
21% Cross-functional teams
8% Other

Which one service capability would you most like to improve? (Check only one.)
27% Ensuring enterprise-wide customer information is instantly available to customer service representatives when a customer calls.
16% A mechanized / electronic system for gathering customer feedback
19% One common database for customer information.
10% Electronic tracking of customer comments / complaints.
7% Proactively contacting customers for service and revenue generation activities.
5% A single point of access for customer service.
5% Other 2% A customer comments / complaints system.

Does your call center plan to make any major technology upgrades or purchase new technology within the next year?
73% Yes
27% No