GoResponse Telephone Answering Service Staff

Call Centre Report Welcomed By Industry


A report detailing call centre performance, technology, operating practises and HR has been widely welcomed within the industry. Key themes emerging were a move back towards agent empathy and a focus on client experience rather than on achieving KPI’s at the expense of everything else.

The UK Contact Centre Decision-Makers’ Guide 2009 highlights that call centres in the UK handled more than 700 million complaints in 2009, just over 5% of all calls made to contact centres in the UK.

Successful call centres were characterised as being “flexible, versatile, reliable, empathetic and responsive”.




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