Consumers respond well to knowledgeable call centre staff that can deal with their queries.
This is among the advice handed out by Frank Sherlock of Convergys at the recent Call Centre and Customer Management Expo.
The event took place in Birmingham, where Mr Sherlock took part in the Top Ten Things Your Customers Want To Know talk.
He discussed that consumers are eager to deal with employees, such as call centre agents, that are able to answer their questions upon first contact.
Mr Sherlock claimed that research by his firm had indicated that many people are unlikely to directly complain to a company if they receive poor customer service, however, they will share the information with a friend.
He also revealed that people are keen to be treated as valued consumers, with this being more important than price in terms of customers returning to a business.
The Call Centre and Customer Management Expo 2009 took place at Birmingham's National Exhibition Centre between September 22nd and 23rd.
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