Survey: Call centres integral to customer service

Survey: Call centres integral to customer service

Australia's call centre industry is growing at 20 per cent per annum according to a Call Centre Research (CCR) survey released last week.

Organisations surveyed in the CCR 1999 Asia Pacific Call Centre Report, cited Australia's dynamic economy, unscathed from the Asian financial crisis, a high level of technical and service skills, well priced labour and a competitive telecommunications industry as inducements for establishing call centres.

Consequent to the call centres development, 60 per cent of managers surveyed believed that call centres were integral to customer service, care and contact, with an average 94 calls a day coming in to each centre. According to the report, this statistic is set to increase with 85 per cent of businesses surveyed claiming they are intending to increase call centre budgets by 5 per cent.

Channel players already established in government and financial industries are at a distinct advantage as according to the survey these market segments dominate the call centre industry at present.

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