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 please click here
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