By John Oates, 15 February 1999 18:03
NEWS By 2003 there will be 17,900 call centres in Europe of which 3,400 will be able to deal with online queries, according to a Datamonitor report. The report says there are just over 100 "Web integrated" centres now, but growth is likely to be almost 100 per cent a year. The largest vertical markets are likely to be finance and technology. The survey reveals evidence from that many customers give up half way through ecommerce transactions. It suggests that greater interaction from staff at a call centre could convert more of these lost leads into concrete sales.
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