Fewer phone calls to call centres

A fifth of customer contacts made by New Zealand call centres are not by telephone, says a survey.

A fifth of customer contacts made by New Zealand call centres are not by telephone, says a survey.

TMP Contact New Zealand says e-mail and Internet use is increasingly common, along with voice over IP.

Changing technologies also mean call centres are more "contact" centres.

Its survey also reveals New Zealand-based contact centres are often linked with similar businesses overseas, with a fifth of Kiwi centres handling overseas clients.

TMP Contact general manager Sheryl Green says New Zealand is perfectly placed against international time differentials to form a link in a chain of centres to provide 24-hour coverage for global clients.

The survey release coincides with TMP Contact offering a plan to offer a one-stop-shop for all training, personnel and business process needs associated with contact centres.

In addition, earlier this month, Sales Force New Zealand also announced it had opened the country's first Internet-based contact centre in Auckland.

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