Firms 'want call centres to make a profit'

Date: 24/06/2011

New revenue share numbers could be a useful purchase for firms if they wish to set up a customer call centre.

According to Dimension Data's 2011 Global Contact Centre Benchmarking Report, many organisations now view call centres as a means of making a profit.

A total of 47.9 per cent of respondents gave this answer, with 18.4 per cent saying this is based on sales revenues generated.

Andrew McNair, head of global benchmarking at the company, said: "The evolution of the contact centre to a full-service customer management centre confirms that organisations view contact centres as profit generators."

New 0844 numbers could therefore be a useful purchase as a certain amount of pence per minute is paid to the enterprise every time it receives a call.

This comes after a RightNow study revealed many consumers get frustrated by websites when trying to find information, with 33 per cent revealing they would contact a call centre instead.