Growth of the Call Centre Industry
February 8, 2011
The call centre industry has grown rapidly in recent years in the UK. In 1999 alone, there was an annual growth of 40 percent and since that time, the growth per annum is steady at 10 percent. Many companies use their call centres as a way to incorporate telemarketing to businesses. If a customer calls with a problem, telemarketers are trained to not just take care of the customer issues, but suggestive sell other products, which in turn is a win-win situation for the call centre. One such case is a national office cleaning business that has a team dedicated to answering customer complaints and queries. However, this call centre team are not only trained to deal with complaints about daily office cleans but also to market washroom supplies once the initial complaint has been resolved.
Since the call centre has to be in place to handle call volume for various businesses, it makes sense that these call centres would begin using telemarketing as a way to get the message out to current customers about their newest products. It is rather a suggestive selling, but it is not necessarily in a pushy way, because if a client has an account and is happy, it makes sense to try to make the customer happier with improved products or services.
As the call centre industry continues to rise in the UK and growth is now steady, it is way for businesses to combine customer service and sales in the same centre, which offers them a way to build their client base.
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