Customers 'want quick call centre responses'

Date: 04/08/2011

Many companies may wish to purchase additional revenue share numbers in a bid to improve their customer service.

This is because, according to Maintel, quick responses will be top of people's agenda when contacting call centres in the future.

The enterprise stated that individuals will not expect to be kept waiting on the end of the line when they have a query.

Similarly, they are unlikely to be impressed by having to go through complex multi-choice menus.

Contact centre specialist at Maintel Andy Timms said "the next generation expects instant gratification".

He also claimed that over the past few years, "the speed and range of communications mechanisms has accelerated beyond anything predicted".

Earlier this week, Call Centre Focus editor Claudia Hathway suggested many people see contact centres as being a quick way to get their problems resolved, especially if they are complicated or take a long time to explain.