How the Contact Centre industry has changed over the past five years

To celebrate Engineer's Day 2019 in India, Orla Clancy interviewed Prashant Sharma, Country Manager at Spearline.
On Thursday 26 September 2019 by Orla Clancy


To celebrate Engineer's Day 2019 in India, I recently had a conversation with Prashant Sharma who is the Country Manager for Spearline’s Ahmedabad office in India*.


Before we discuss the contact centre industry, tell us about your own professional background.

After I finished my elementary education and graduated from Udaipur, Rajasthan, India, I moved to the United Kingdom for higher studies.  I attended Nottingham Trent University where I attained an MBA (International Business) in 2004. After finishing my higher studies, I started working for Siemens Energy Services based in Nottingham, UK and was with the company until 2007.  In 2007-08, I was back in India and continued working for SES, India base. After a year, I relocated to the USA and Switzerland afterward and worked there with JP Morgan Chase. During all these past assignments, I was handling operations, HR functions and business development.  In 2011, I returned to India and started working for a manufacturing unit based in Hyderabad as a General Manager (Covering nearly all departments) until 2014. Since 2014, I moved back to my native place Udaipur and started working with Airwing Training Academy Pvt. Ltd. as a General Manager (Ops/HR/ Process).  Recently, I moved to Ahmedabad to take up the opportunity to work as a Country Manager at Spearline. While it is early days, my primary job is to oversee the entire operations in Spearline’s India office while considering the expansion plan of three different departments here in India. I am responsible for the smooth operations of all departments here in India and will be the eyes and ears of top management for Indian operations. 


How has the contact centre industry changed in the past 5 years?


The contact center industry is a fast paced and growing part of each and every business these days.  It is the best platform for a company to interact with their end users on a regular basis. On top of that, it's cost effective as well.  In the past decade, as technology advanced, there have been many enhancements in contact centres globally, and the past five years, in particular, have seen dramatic changes.  The organizations have prioritized their KPI's over the past few years focusing more towards customer experience and satisfaction while lowering their cost too. The Spearline platform supports contact centres by monitoring their global numbers to test for audio quality and connectivity.  This leads to increased customer experience, lower costs and business growth for the industry. The cloud-based contact center has taken over all the other previously used technologies. It is way cheaper and has a lot less downtime than any other resources available currently. As of 2018 more than 70%+ organizations have moved to a cloud-hosted contact center solution.  The Asia-Pacific region was initially the choice of major companies to set-up their contact centers, however, in the past 5 years, it is the fastest-growing market for contact centers with India and the Philippines topping the list.


What sorts of issues do contact centres approach you with?


The major issue every contact centre is facing currently is customer satisfaction and proper interaction. The customers want to hear real voices rather than AI or robotic automation. 


Feedback from customers includes that it is highly unlikely that a customer will leave feedback for contact centers and their services.  Which is a shame as it would certainly help them to improve and develop their skills. 


As social media is widely used by every end-user these days contact centers are also focusing on using those platforms to enhance their key skills.


Overall, customer experience is a high priority for contact centres.  Companies like Spearline are developing innovative technology to improve global communications by testing both the phone line connection and the quality of the call for the industry.  This saves time, lowers costs and increases satisfaction for call centre customers and staff.


About us

Spearline is a technology company that proactively tests toll, toll-free, and premium-rate numbers for audio quality and connectivity globally. We support business sectors, such as contact centers, conferencing services, and other applications, in successfully connecting with their customers. If you are interested in benefiting from our platform, please get in touch with us.


*Spearline is headquartered in Skibbereen, Co Cork (Ireland) and has offices in Waterford (Ireland), Romania and India.  



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