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.

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

[Requires Acrobat Reader or similar PDF reader]