Manila Philippines Call Centre Information
Outbound calling dropping rapidly in UK contact centres
Legislation against cold calling starts to take effect
MONDAY APRIL 2ND 2007
“UK Contact Centres in 2007: The State of the Industry (5th edition)”, a report by industry experts, ContactBabel, finds that:
· Outbound calling activity as a proportion of all calls has declined considerably to 29.1% from 32.9% in 2005: the second consecutive year of decline after years of relative growth
· More than half of UK households are registered with the Telephony Preference Service, which lets consumers opt out of receiving sales calls. For the first year on record, the number of outbound calls made by UK contact centres is actually less than in the previous year.
Steve Morrell, principal analyst at ContactBabel, comments:
“Cold calling is increasingly seen as old-fashioned, expensive and potentially damaging to a company’s reputation. Legislation at a national and European level has reduced the number of unwanted sales calls that UK consumers receive, but outbound communication still has an important part to play in business.
“Although cold calls are on the way out, outbound value-added service will be a strong brand differentiator. For example, businesses which let customers know in advance about approaching credit limits or late flights will be rewarded with increased brand loyalty. However, we would also expect that cross-selling and advertisements will be an integral part of this procedure, as the price customers will pay for receiving useful outbound customer service.”
“UK Contact Centres in 2007: The State of the Industry (5th edition)” is based upon research carried out with over 3,600 UK contact centre operations. It provides a unique, primary research-based view into the current and future state of the industry.
Contact: Steve Morrell, Principal Analyst – ContactBabel
Telephone: 01740 629835
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