Call centre Survey results
Periodically Rostrvm Solutions sponsors call centre surveys into issues affecting call centres in general and contact centres in specific functional areas. The survey results and commentary surrounding the results are available here.
Local Government Contact Centres
The New Performance Framework for Local Authorities & Local Authority Partnerships sets new indicators for customer contact performance including reducing avoidable contact. But how well are local authorities doing today?The anecdotal evidence is that commercial call centres are continually enhancing their services - for example telephone calls will be answered in seconds, emails will be responded to in hours - but public sector organisations are lagging behind.
To gain an understanding of the reality behind the anecdotes Rostrvm Solutions conducted a benchmarking survey into the current and future measurement of 'success' in Local Authority call centres.
Click here to access the call centre survey results.
Contact Centres and the New Consumer
The consumer is changing. Mobile technology is being quickly adopted and use of the internet continues to increase. Most notably new communication methods are strongly adopted by young people - the new consumers vital to the continued success of any business.The research shows that adoption of new media is under way, customer contact mechanisms are changing, but not at a pace to meet consumer expectations.
Click here to access the call centre survey results.