PERFORMANCE HOUSE INVESTIGATE CONSUMERS AWARENESS OF OFFSHORE SERVICE MIGRATION

PERFORMANCE HOUSE, THE GLOBAL PERFORMANCE MANAGEMENT & BENCHMARKING CONSULTANCY, INVESTIGATES CONSUMER AWARENESS OF THIS NEW TOTAL INTERFACE INDUSTRY.

It is not by chance that call centres have evolved into multimedia contact centres, people have been deciding how to best communicate with each other since time began.

The telephone was invented to enable people to communicate over long distances, today the telephone has become the only mass market interactive medium in the UK with over 90% penetration into households, and 99% penetration into business.

We now have mobile phones, digital cordless home phones, digital phone systems, with VOiP, IVR, and AVR all of which were invented as 'improvements' to the way we naturally communicate; nearly all have been introduced without the consumers, knowledge or awareness.

And so we move from customer migration, to service provider migration in respect of where the service is delivered from, again all to provide an 'improved' service by passing on the cost savings to the consumer.

«   Is the public aware that their personal information is being held offshore?
«   Are they aware of the benefits they are receiving from this communications evolution?
«   Are these contact centre¡¦s meeting customer needs or expectations?

Performance House Ltd are about to bridge this gap between expectation and reality, through undertaking a consumer investigation.

Interviewing over 1250 consumers this investigation, "UK Consumer awareness of the Call & Contact centre Industry", will seek to bridge these obvious knowledge gaps. The study will provide both strategic and operational guidance to all organisations.

"Organisations must think very carefully before they leap. Strategic moves should only be made with a solid foundation of credible knowledge. This ensures the stability of even the most radical customer relationship strategy" commented Rob Dunphy Marketing Director of Performance House Ltd.

If your organisation likes to be ahead of the competition then contact Performance House Ltd immediately to secure your exclusive access to this new knowledge. The report is now available for purchase.