Intelligent call allocation 'a good move for businesses'

Date: 12/07/2011

Using a call management service may enable businesses to allocate calls to their non-geographic numbers in the most effective way possible.

In an article published on Call Centre Clinic, managing director of contact centres and loyalty at arvato UK Mark Brown explained distributing customer enquires can be a positive move for firms.

"Customers don't like to feel they are on a conveyor belt, preferring a personal approach," he stated.

Mr Brown pointed out that people are more likely to listen to and trust their peers, so it may be useful to have employees with a certain accent helping customers from a particular country or region in the UK.

A call management system may enable companies to do this, as it provides a routing and divert service.

It was recently reported that New Call Telecom is set to relocate its Mumbai call centre to Burnley in Lancashire due to customer demand - a move that will create 25 jobs.