The 'Merchants Global Contact Centre Brenchmarking Report' is to conclude that service and performance levels have got worse despite increasing use of call centres.
Damningly, report author Cara Diemont, marketing director of Dimension Data's customer Interactive Solutions, said that service was getting progressively worse, not better.
"In spite of continued growth in the number of call centres and the volumes of calls they receive, service levels and performance have not improved over the years. In fact, in many cases they have actually declined."
Diemont is due to present the report at this year's Call Centre Expo 2005 event at Birmingham NEC on July 28-29.
She is one of three key note speakers at the event. Also speaking are the Call Centre Association's chief executive Anne Marie Forsyth and best practice specialist Judy Smyth.
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