Its staff now respond to over 2.5 million telephone calls a year. More recently, advances in technology have meant that many call centres have developed into shared services centres. Companies are seeking to rationalise traditional networks of national centres in Europe into fewer, or even single, sites. Shared services or back office support centres are seen as a key way of achieving greater cost efficiencies made possible by technologies such as the Internet. Put simply, this communication comes into the call centre, either as text or as talk.
Most people like to chat when they come in to buy.
Vitally, RIC will now offer our customers this opportunity, but most importantly, it opens the door for the group to support and fulfil interactive TV campaigns. Ultimately this is where the market will be. With the advent of digital television, we will soon be able to shop from our sofas, simply by pressing on our remote control, she points out. The same line or cable supplies television channels, data links and telephone links. You push one, which automatically comes into our call centre, it is processed and a brochure goes into the post that night.