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Toll
Free Calling Increasing with Growth of Online Buying, says Insight Research
press
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BOONTON, NJ.
August 5, 2004:
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The growth of online services and e-commerce is actually increasing demand
for 800 or toll free services, says a new research study released by the
Insight Research Corporation.
According to the report “Call Center Operations and the 800 Services
Market 2004-2009”, Insight projects that total toll-free services revenue
will grow from $10.9 billion in 2004 to almost $14.5 billion in 2009. Call
centers, the specialized organizations within an enterprise that have
traditionally been big buyers of to toll free to provide customer service,
are adapting to online growth by providing Web-based customer services.
Though migrating customer service from a voice-oriented toll-free service
to Web-enabled customer service costs the enterprise less per transaction,
online shopping and customer service continues to drive demand for
voice-based customer service.
"As consumers shift from brick and mortar shopping to shopping on-line
the need for service doesn’t go away,"
says Insight’s president Robert
Rosenberg. "When shoppers migrate away from brick and mortar stores to
make an online purchase, they know they cannot go back to a store clerk to
resolve a problem. In this context, the toll-free call that the customer
can make to register a complaint or resolve an issue takes on an even more
strategic role that the 800 call did when first used to build recognition
in the late 1980s" Rosenberg concluded.
A free report excerpt, table of contents, and ordering information for
"Call Center Operations and the 800 Services Market 2004-2009" can be
found online http://www.insight-corp.com/reports/callcenter.asp. The full,
101-page report is available immediately for $3995 (hard copy). Adobe
Acrobat (PDF) report licenses are also offered; visit our Web page above
or call (973) 541-9600 for details.
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for Voice over Packet Networks |
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2002-2007 |
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Telecom Service in Vertical
Markets 2003-2008 |
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