Prompt issue resolution 'main goal for people calling contact centres'

Date: 02/08/2011

The main thing people are looking for when dialling non-geographic numbers and contacting call centres is for their problem to be resolved promptly.

This is according to Call Centre Focus editor Claudia Hathway, who claimed individuals are not really bothered about anything else.

She said Brits will be happy "if that happens as quickly as possible and as thoroughly as possible".

Many people may be delighted to hear, therefore, that in the opinion of Ms Hathway, a significant number of organisations are attempting to improve their call centres to deal with enquiries more effectively.

By introducing internet channels to focus on simple issues, companies are leaving their phone operators free to handle more complex demands, the expert asserted.

This helps to ensure customers are not kept waiting for too long, she added.

One enterprise that may agree with these comments is Vertex, as it was recently ranked top of Marketing magazine's contact centre league table for the sixth year in a row.