Whose getting which slice of the cake?
According to the Office of National Statistics latest figures (June 2006), 57% of UK households have access to the internet.
Research published in May by the Interactive Media in Retail Group (IMRG) reports e-retail sales are up 2000% over the last 6 years and that UK shoppers now spend £50bn a year online.
We are all aware of the impact of the internet on the high street, but what about call centres?
Leadline conducted research in January 2007 across its range of mail order clients who are selling everything from plants, electrical goods, books, cosmetics and breathalysers. All clients reported that internet sales are up, accounting for between 30% and 70% of their overall sales.
What the research did curiously show is that average internet sales are as much as 20% higher than average call centre sales - perhaps the upselling isn't working any more.
An inbound call is about dealing with the call efficiently and promptly and not wasting time. Buying online is almost the opposite.
Call centres who could see all of this coming started to niche and diversify long ago, and if you are currently being supported by a call centre or are researching a call centre, you should find that the range of services on offer are far broader than they were a few years ago. Just look around the Leadline website for examples.
The best thing about the internet is that around 8 years ago Leadline was open 7 days a week until 10.00pm with split shifts and more people and training to manage.
Life is so much simpler now with little demand for response lines after 6.00pm.
Call centres and the internet can co-exist quite happily for many years to come.
