Rostrvm Solutions’ survey shows call centres are not ready for the new consumer

Rostrvm Solutions’ survey shows call centres are not ready for the new consumer

Woking (UK), November 2007 – The consumer is changing. Mobile technology is being quickly adopted and use of the internet continues to increase. Most notably new communication methods are strongly adopted by young people – the new consumers vital to the continued success of any business.

Research commissioned by Rostrvm Solutions revealed that consumers are beginning to demand multimedia contact but most call centres are far from ready to meet customer expectations. The research shows that adoption of new media is under way, customer contact mechanisms are changing, but not at a pace to meet consumer expectations.

The survey showed that call centres are more troubled by day-to-day operational issues; call centres are simply not focused on meeting customer expectations and building tomorrow’s operational and business processes.

Over 100 call centres across a wide range of business sectors and call centre size took part in the survey.

The survey results available at http://www.rostrvm.com/surveyresults

Ends.

About Rostrvm Solutions

Rostrvm Solutions designs, manufactures and supports call centre software. Rostrvm was established in 1986 as a division of Royalblue, the financial trading applications company. Today Rostrvm Solutions is privately owned and based in the UK in Woking, Surrey.

The rostrvm product suite is used in call centres of all sizes enhancing existing call centre technology investments and supporting new contact methods such as Voice over IP, email and SMS text messaging.

For 21 years, rostrvm has been inspiring its blue-chip customers and meeting their technical, functional and business needs. As it is a privately held company Rostrvm Solutions regard their independence as a major benefit to their customers and partners – it guarantees the openness of their technology and the objectiveness of their approach and advice.