Call centres preferred over Web

service Web sites has done little to stop people using call centres.

So says Computing.co.uk, which further adds that 90% of smartphone owners still expect to use call centres in the future, according to research by BT and business communications company Avaya.

The research also found that extra demand is being placed on staff in call centres because calls are becoming more complicated.

However, reveals Broadband Choice, the survey also found a significant number of call centres are failing to deal with queries in an effective manner.

More than two-thirds of respondents say they thought agents have been in a rush to get them off the phone as quickly as possible. Nine in 10 high-earning consumers were told they may be better off accessing a company's Web site to answer their questions.

With the recent explosion in communication channels available for people to contact companies, 60% of the people surveyed admitted they constantly change the ones they use.

However, given that wealth of choice, even the most connected generation of consumers see a call as the most obvious way of resolving an issue, particularly when it comes to complex queries, notes DMN News Wire.