Newer communication technologies such as text messaging and emails are forcing call centres to adapt to new consumer demands, according to a leading provider of call centres in the UK.
Consumers are less prepared to wait on hold for their calls to be answered and are increasingly resorting to instantaneous forms of electronic communication over the internet, said a spokesperson for Direct Response.
"A few years ago people were quite happy to hold for a few minutes to ten minutes - now that expectation is... smaller," said James Munro, a spokesperson for the call centre providers.
Speaking on the BBC London Breakfast Show on September 17th, he explained that customers were now making use of "different mediums" to lodge queries with contact centres.
"The younger generation are trying to use instant messenger a lot more, email is becoming a bigger and bigger form
"So the normal contact centre is having to adapt very quickly to demands from their customers through different means," he concluded.
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telecommunications