New Report Released - Toll Free Usage Growing
Boonton, NJ, August 9, 2004 (ICB TOLL FREE NEWS) - 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.
----------------
This report is particularly interesting as we at ICB Consulting
(www.800Consulting.com) have been observing a steady rise in service
providers and marketing companies entering the toll free industry.
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.
**To inquire about a Special Discount for ICB Toll Free News readers,
email XXXX@XXXXX.COM , subject TOLL FREE REPORT.
http://ICBTollFreeNews.com _ http://800Consulting.com
160 East 26 Street, Suite 6E New York, New York 10010
212 684-7210, 1 800 The Expert