The association had its annual general meeting. The members come from three groups: internal contact centres of companies, technical contact centres and vendors of hardware and software of the sector. The association ends the accounting year with about a hundred members.
During the session, Luc Golvers handed over his position as president to Martin Claes, CEO of the Contact Centre N-Allo. The association shall thus pursue its work like he wished it would: under the authority of a person from the very contact centre sector.
In his speech, Martin Claes thanks Luc Golvers for his work and draws the attention to a few priorities that the association should tackle. The list is the result of a poll among the members.
The image of the sector in general and of the job as a contact centre operator in particular should be improved. The sector makes great employment efforts which are not enough known in these times of crisis. It employs unemployed people, mainly young worker with or without degree who would otherwise be unemployed.
Though the complexity of the job is a fact, it remains quite unknown. The linear measure to impose a continuous answer time of maximum 2.5 minutes on a given sector shows how politicians are ignorant of its implications and of the efforts needed to give a qualitative support to many consumers at an affordable price. The news show that this complexity is mostly unknown, but a lack of dialog with our sector could also be the cause of this deficient knowledge. We must take action to improve this.
The HR issue may be concerning contact centres that are part of the concerned joint committee, it is nonetheless followed with great interest by most internal contact centres of other sectors.
In this connection, the sector gives an answer to some important social phenomena such as the mobility issue. Our sector can give many solutions to governments that want to socialize their organizations. We can do something to that too. Multicultural employment and the occupation of many female workers are also characteristic of this sector.
Last but not least: expertise. Our sector aims continually at an optimal operational use of all channels and technical possibilities in order to follow the fast evolution that customers want in their contacts with companies.
