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GfK NOP Consumer Releases Report: 'Poor Service From Call Centres Threatens UK Business'.

Publication: Wireless News
Publication Date: 23-JUL-08
Format: Online
Delivery: Immediate Online Access

Article Excerpt
WIRELESS NEWS-(C)1999-2008 10Meters - http://www.10meters.com

UK businesses that operate a call centre could be sitting on a demographic time bomb that threatens their future as research released by GfK NOP Consumer shows that nearly half of 25-44 year old consumers have changed suppliers because of a negative call centre experience, significantly higher than the national average of 35 percent.

"The message of this research is clear. Call centres need to provide a great experience for their customers, or risk losing their business. And that means developing a customer-centric service...

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