Volume of operations and stations

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It is a fact that consumer demands are increasingly higher, and every day there is even a greater comparison between the service offered by different industries, for example, the experience provided by a financial institution versus an e-commerce store . In all cases, the customer wants to have a continuous experience, without the need to repeat information, through all czech republic whatsapp number data 5 million service channels. Currently, this constitutes the main challenge for the CX industry.

As a result of the contingency, operations in Contact Centers were overwhelmed by the need to serve customers. Thus, 53% of Inhouse Centers reported an increase in operating volume, 27% a decrease, and 20% remained the same.



In the case of BPOs, 45% of the participants in the IMT study reported an increase in the number of stations and 44% a decrease, which shows that installed capacity remained stable in 2020.

The difference between those who increased and those who saw their operations reduced is mainly in the technological platforms of these Contact Centers. Those who already had artificial intelligence, bots, and omnichannel, managed to cope with the exponential increase in customer interactions and achieved growth in their customer portfolio or expansion of campaigns.