Australian Call Centres, The Consumers Perspective by CCR February 1998. Price AUD$ 545.-

The very first report on Call Centres in Australia. How does the customers react to Call Centres. Interestingly customers understand than IVR is a cost cutting measure and not to improve service. As expected Customers don't mind outbound calls when a prior relationship exists - but they loath cold calling at home. Customers are vary of out-sourcing & feel they should be told; however this is mainly driven by privacy concerns and is best handled by the company ensuring a Privacy Policy regarding customer information's is in place. Interesting data on queuing and customer waiting. You would want to have this report if you're operating a call centre in Australia.

Table of Content :

• Executive Summary

• Methodology

• Results - a) General issues, b) Queuing, c) First Call Resolution, d) IVR, e) Recording & Monitoring, f) Telemarketing (outbound), g) Outsourcing.

• Demographics.

Review by Niels Kjellerup, Editor. 4 May 2000.

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