Consolidating call centres Nasty chat line

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It means that calls are redirected to trained contact centre operatives, as opposed to people who have another job, but might answer or field company phone calls on the side.

According to a Google-commissioned survey, 70% of mobile searchers have used click-to-call to phone a business directly.

The same survey revealed that 47% are more likely to explore other brands if a business doesn't provide a phone number online.

Changes in technology are seeing consumers reach out to business in new ways.

The prevalence of social media in everyday life has extended to business, with many people choosing to connect on channels like Facebook and Instagram.

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