GoResponse Telephone Answering Service Staff

Extending Opening Times With Call Centres Can Aid Recovery During 2010


Research from Insurance service comparison site Contructaquote.com, has showed that a large number of consumers shop online late into the night, and that employing or extending the operating hours of call centres can provide a significant advantage, thereby aiding recovery of sales and profit.

The research showed that during February 2010, 33% of all requests for a call back regarding a quote were received after 5pm, when offices were closed.

Lyndon Wood, CEO of Constructaquote said:
“Companies are quite rightly exploring new ways of generating business so that they’re in a good position when the UK economy eventually returns to normality. Changing opening times is quite often the last thing a company will do, but if the demand is there then there’s no reason why it shouldn’t be at the top of the priority list.”

All businesses that sell directly to consumers (B2C) should conduct a cost-benefit examination of either extending their own call centre hours of operation, or outsourcing out of hours work, as consumers’ expectation are being influenced greatly by innovations in “on-demand” services that are convenient to the customer, rather than to the business.


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