Emerging Call Centre and BPO trends

Call center & BPO offerings and service complexity has increased according to leading UK based contact center solutions company - Coracall.
Oct. 25, 2012 - PRLog -- Call center & BPO offerings and service complexity has increased according to leading UK based contact center solutions company - Coracall. Highlighting some of the emerging trends in the call center industry, Patrick David, Head of International Sales and Marketing observed that, “Over the last few years call centers have become the primary channel for customer service. As customer demands for higher levels of service have increased, so has the sophistication of the agent handling such queries. Coupled with new and improved technology, customer delight has emerged as the key driver for call center success.”

When asked about other trends, Mr David replied, “One only has to look at the evolution of the call center industry. In the early days outsourcing was more linear and typically revolved around answering inbound calls. With the emergence of the internet email support became an additional channel of service and a natural extension of this was back office support. With the proliferation of social media, agents now have the skill sets to work across different contact channels or combinations of voice and non-voice. At Coracall our agents are multi skilled and we like to think of them as “Knowledge Professionals”, with the ability to service our customers across a range of contact channels.”

About Coracall

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South Africa



"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

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