The results of the second quarter 2002 Australian Contact Centre Survey (ACCS) by contact centre consultants Vivaz revealed that 71 percent of respondents expect an average seat growth of 29 percent over the next year.
The number of seats in a contact centre refers to the number of workstations, which often have several people using them over the course of a full day.
-This is an increase in infrastructure rather than staffing," Vivaz director Matt Jones told ZDNet Australia. -This is good news for technology with a contact centre background and the telecommunications hardware industry in general."
Jones said contact centres may inject up to a third as many seats into existing infrastructure, or may invest in additional infrastructure and facilities.
-It would be reasonable to assume some increase in investment in infrastructure," he said. Contact centre infrastructure ranges from headsets to PCs, furniture and large servers and switchboards according to Jones.
