In our previous post we mentioned that contact centres serve a variety of purposes and offer solutions for our clients and this in turn will depend on a client’s needs and wants. It could be to support direct mail, PR work or any campaigns which may need following up.
Despite all the technologies available, particularly online, our clients’ use the telephone. We have contact centres where we have also managed product recall programmes. Customers simply want to speak to someone on the telephone. Some people want assurance and an answer quickly and many customers feel the quickest way to get to an answer is by phone. The telephone call also gives people the opportunity to build relationships, which is one of the strengths of a contact centre.