Neil Taylor, marketing director, BT Connections in Business: ’We
definitely see the trend going toward total communications. It is our
strategy to go that way. We want a bigger share of our clients’ business
in terms of how they deal with their customers. That means being more
than just a call centre.’
Alex Green, managing director, Broadsystem: ’Broadsystem has reinvented
itself in the past 12 months. We are now a fully-fledged provider of
customer management solutions, incorporating both live and IVR call
handling, transactional processing, database management, and fulfilment
services.’
David Foster, director of telemarketing, Brann Contact: ’People now come
to us with overall communications problems, rather than to ask if we can
do a few calls. It is more about solving business problems. Because we
are part of a group which has direct marketing skills, for instance,
that differentiates us in the marketplace.’
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