Contact Centres and the New Consumer

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.

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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