| Zintel sees the Do Not Call Register as a win for consumers and businesses |
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| Wednesday, 27 June 2007 | |
  
Over 1 million Australian consumers have said goodbye to unsolicited telemarketing calls by registering their phone number on the Government’s Do Not Call Register. But according to Zintel CEO Peter Revell, the introduction of the register has surprisingly been a win for contact centres at the same time. Employing over 180,000, the Australian contact centre industry is prone to criticism for delivering unwanted hard sell phone calls to homes around the nation. But the introduction of the register has seen big business rethink their contact centre strategy with proven results. Recent research conducted by the contact centre industry analyst organisation, callcentres.net, shows that contact centres face increasing pressure to show their financial worth to their organisation. The research reports that most upsell opportunities are no longer made through outbound hard sell calls, and are instead created from up-sell opportunities from inbound calls. Call centres are finding if someone calls in on their own will, then they are much more responsive to the selling environment. 85% of revenue generated is now sourced through inbound calls, a huge shift for the industry. Revell says, “At Zintel, we have seen our business customers really start to turn around their contact centres from a cost centre into a revenue generator. Call centres have got smarter and the Do Not Call Register is pushing them in the right direction. At first we saw contact centres sceptical about the new regulations, but they have proven that new methods of thinking were necessary to keep the industry buoyant.” callcentres.net's research sample comprised 156 organisations operating a total of 445 contact centres, and indicated a 13.3% growth of the industry with a 20,000 jump in contact centre seats. Revell concludes, “Finally contact centres have received a pat on the back for strategically aligning themselves not only to what consumers are asking for but for what their organisations are asking as well.”
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