Call centres are not ready for the new consumer

The consumer is changing. Mobile technology is being quickly adopted and use of the internet continues to increase.

Most notably new communication methods are strongly adopted by young people - the new consumers vital to the continued success of any business.

Research commissioned by Rostrvm Solutions revealed that consumers are beginning to demand multimedia contact but most call centres are far from ready to meet customer expectations.

The research shows that adoption of new media is under way, customer contact mechanisms are changing, but not at a pace to meet consumer expectations.

The survey showed that call centres are more troubled by day-to-day operational issues; call centres are simply not focused on meeting customer expectations and building tomorrow's operational and business processes.

Over 100 call centres across a wide range of business sectors and call centre size took part in the survey.