Are call centres ready for the new consumer?
Rostrvm Solutions commissioned research with the objective of understanding the penetration and plans for supporting non-voice media such as text messaging (SMS), internet and email in the call centre. We also wished to understand propensity to offer other 'real time' computer-based communication such as instant messaging and PC telephony.
Given the demographics of new media used we also wanted to establish a picture of how well call centres understand the profile of their customers.
To view the survey results in detail please click here
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“rostrvm CallGuide technology allows us to capture information from people who are phoning us, emailing us, dropping in to see us, faxing us or sending an SMS.”
London Borough of Wandsworth
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