GoResponse Telephone Answering Service Staff

Call centres still preferred by British mobile phone users

Despite many people thinking that the multichannel approach is ushering in a new age for call centres, it seems as if British mobile phone owners still prefer to pick up and dial telephone answering services.  In new research, 40% of people still look to call centre agents to solve issues with their phones.

In the data by Firstsource Solutions, it was found that 60% of those using webchat agreed that the process was quicker than email or a phone call.  Meanwhile, 42% of people said that social media provided positive results, with only 11% suggesting that forums, such as Facebook and Twitter, were unhelpful.  Despite this, the majority of consumers still use a call centre when they are trying to fix issues with their phone.

In the survey of more than 2,000 British adults, it was shown that many people are using digital channels, with 5% using online FAQs and webchat, 4% asking in online forums and 2% of people turning to social media.

Firstsource’s executive vice president of sales and client services, Iain Regan, said: “There is no doubt that human interaction is vital to create a real connection with consumers.  This survey shows that, despite the availability of alternative channels, the contact centre with real people on the phone remains one of the key means of providing customer service.”

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