Call centres and the Web
Howard Lake | 29 January 1999 | News
The integration of call centres with Web sites should offer considerable benefits to charities with telemarketing experience. A new report from Ovum confirms that the Web is unlikely to replace call centres: it is complementary to them rather than a competitive alternative.
The integration of call centres with Web sites should offer considerable benefits to charities with telemarketing experience. A new report from Ovum confirms that the Web is unlikely to replace call centres: it is complementary to them rather than a competitive alternative.
Ovum defines a Web-enabled call centre as “a call centre that handles interactions between callers and call centre agents that involve the internet and include a real-time communication between the two parties.” The potential for fundraising charities of call-enabling their Web sites is clear.
The report, “Next Generation Call Centres: CTI, Voice and the Web”, is available from Ovum for £1,495 on 020 7312 7318.
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About Howard Lake
Howard Lake is consultant editor of UK Fundraising. He founded the site in 1994 and successfully sold it in 2022. As director of Giving X Ltd he is exploring growing giving on a massive scale.
He is the founder of Fundraising Camp and co-founder of GoodJobs.