Fifty per cent of call centre professionals opt for virtual model

NEWS Half of call centre professionals believe that virtual call centres will replace the traditional model within three years, according to a new report. Those surveyed saw virtual call centres as the answer to raising staff morale, increasing customer service and lowering costs. The report also found that while 71 per cent of people in the industry had heard of CRM, only half of these knew what it meant. Respondents to the survey were also asked how they rated the manufacturers who supplied their technology. While half thought manufacturers pre-installation support was excellent, only 19 per cent thought that manufacturers support was excellent after the sale was completed. The report was compiled by Miller Freeman who interviewed almost 300 participants at their Call Centre Expo conference in September.