Call centre’s are utilising solutions such as call statistics, call recordings and CRM (Customer Relationship Management) now more than ever in a drive to keep costs low as less call centre staff are hired in the tough economy.

Many call centres found that as the economy meant they could afford to hire less staff for peak periods, customer satisfaction rates were suffering. This meant call centres had to become more efficient and they turned to call statistics, call recordings, new methods of call queuing and CRM in order to best utilise their staff and organise daily tasks. The upsurge in call centre solutions seems to be doing the trick as call centres continue to flourish despite a poor economic climate!