GoResponse Telephone Answering Service Staff

Call centre industry sees rise in virtualisation

voicemailNew figures have been released that show virtualisation within the call centre industry continues to rise. The latest UK Contact Centre Decision-Makers’ Guide showed that some 38 per cent of companies now rely solely on virtual telephone answering services.

The 12th edition of the publication investigated the use of virtual call centres by businesses across the country. Smaller companies noted a trend towards using stand-alone solutions, with 67 per cent of firms going this route compared with 33 per cent using virtual call centres. For medium-sized organisations, the use of virtualisation rose, with 46 per cent of those questioned utilising this area of technology. Meanwhile, 54 per cent of large corporations said they use a mix of stand-alone and virtual infrastructure.

Another important discovery is that interaction recording is now used by 87 per cent of companies to help improve loyalty, customer satisfaction and quality. Interactive Intelligence’s regional sales director, Dave Paulding, said: “The report is incredibly valuable for all players in the market as it provides a clear, overall view of the contact centre industry, trends currently affecting it and what we can expect in future.”

Meanwhile, ContactBabel’s Steve Morrell expressed that the new report shows that moving to an omni-channel model is crucial for modern companies. With this comes the growing virtualisation sector, which is likely to see considerable gains for years to come.

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