Call centres are the preferred choice for many consumers looking to purchase products from a supplier, a new study has shown.
Research carried out by Onepoll.com for Invomo, found that some firms are favouring online communications ahead of telephony systems, call centre bosses may be concerned to hear.
The study commented that those taking this route may suffer from doing so, as consumers are keen to be given choice when it comes to interacting with companies.
It revealed that 39 per cent of those asked prefer to make purchases using a supplier's call centre rather than a website.
The research also found that 20 per cent of respondents said that using the telephone was more convenient and more than quarter said that they felt more confident doing this.
Nick Wiley, chief executive officer for Invomo, said: "Companies that only have a web strategy for servicing orders could be missing out on a significant proportion of business."
In other industry news, the Call Centre and Customer Management Expo 2009 took place in September, with numerous delegates from the sector discussing the current position of the market.
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