Expectations 'must be met'
28/03/2008
Contact centres must improve their capabilities in order to stay in line with expectations consumers have in terms of response times, it has been claimed.
Director of Numero Tim Easton said that it is no longer acceptable for organisations to rely on outdated equipment as this will not be up to the task, reports Internet Retailing.
And consumers expect a same-day response when embarking on email interactions with firms, he argued, as they would receive with telephone conversations.
"Many current customer service teams just aren't geared up to manage this by virtue of being poorly resourced with inappropriate support tools," he commented, advice that may be of interest to those with a UK based contact centre.
He added that there is technology available on the market that can categorise problems sent in via email so that the job of call centre agents is made easier in the long-run.
Recently, British Airways said that it has redirected a number of enquiries away from its contact centre via an email information service.
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