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.

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.