Generation Y favored self service via Web and voice control Bonn/Wurzburg/North Sydney, April 16, 2008, before daring the centres President Catriona Wallace ten years a prediction that the year 2010 call center will be the strategically most important unit in the company. They drop their low status and also the contempt of the agent belongs to the past. While I supported me in my investigations and predictions on developments in India and Australia. I am convinced that these developments in the call center industry around the world meet to. At present, 80 percent of all contacts that have customers and prospects with companies, telephone contacts are to eight percent of the contacts run over Internet channels. Nearly 90 percent of all interactions are now the responsibility of call centres. Only five percent of the customers and prospects visit the suppliers personally and six percent of the contacts take place through personal visits of the sales force,\”writes the Australian analyst Wallace in a Contribution to the technical service of call center experts.
Industry insiders expect that 2010 95 per cent of all interactions between customers and enterprises through call centre take place in India in the year and around the world, also taking into account the developing countries, 75 per cent. In Australia already every second incoming call will used according to Wallace for new business with annual sales of $ 16 billion. One-third of the call center will act as a profit center. The next big change is triggered by the so-called Generation Y. It is between 16 and 30 years old and traditionally strong spielfilm. These young people think material, are technology-oriented and equipped with modern mobile technology. You like to spend money, not so much like to waste time and energy by interacting with organizational units, such as the traditional call center,\”as Wallace. Investigations of the company show that the generation Y favors automated services, whether it be voice or Web applications.