Call centres 'desire' flexible working

Posted on 28 July 2008

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Some 90 per cent of European senior business managers prefer to use suppliers offering round-the-clock customer service, a new research piece has claimed.

Business communications provider Avaya has conducted a study into service desires, with the findings offering support to the more widespread implementation of flexible working patterns.

Up to 89 per cent of businesses would be prepared to pay premium rates for 24/7 access to support staff, the report indicates.

Avaya Europe, Middle East and Africa marketing vice-president Martyn Lambert says that by allowing employees remote and mobile access, companies "can create virtual customer service offerings" which provide the all-day, all-night approach that companies "are clamoring for".

"It could be a competitive differentiator for those companies scrambling to push forward in a difficult economic environment," he adds.

Of the 3,000 managers questioned, 58 per cent believed their company had the technology in place to allow agents to work flexibly.

Temporary agency staff may be among those to benefit from an increase in the number of service providers extending working hours.

Category: Agency News

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