Call centres 'offer reliability'

Date: 01/08/2011

Many companies may find it is worthwhile purchasing some revenue share numbers and establishing a call centre.

This is because, according to Call Centre Focus editor Claudia Hathway, consumers see them as a reliable way of ensuring any issues are resolved.

Many like the fact there is voice on the end of the phone when they make an enquiry and have assurances that their problem will be dealt with, she said.

This is especially true when they have more difficult issues to resolve that may take a long time.

Ms Hathway stated that people "like to explain what their complaint or query is so that it can all be answered in one go, rather than trying to go over the internet or via email".

One organisation that might agree with these comments is the AA, as the Lancashire Evening Post recently reported that the company has just acquired new premises in Preston and is creating call centre jobs.