UK call centres worsening

Customer service levels at call centres in the UK have fallen in the past decade, according to a new report, says Sky News.

The research says the average time to answer the phone has increased from 23 to 38 seconds. The best centres were in the travel industry; the worst were in technology and the media.

A study of 300 call centres around the world, including 59 in the UK, found customer service levels had dropped "significantly".

One segment that is predicted to grow within the IT industry, despite economic downturn, is CRM, states Response Source.

AMI-Partners Research estimates the global CRM market will increase at an average annual rate of 13% from 2007 to 2012.

Vivek Thomas, MD of Maximizer Software, believes CRM is increasingly being seen as a valuable tool not just in helping organisations to win new customers - and keeping them satisfied once they are on board - but also delivering on business goals when times are tough.

Sage is partnering with Tasaa Netcom to offer Sage Accpac ERP in the Mumbai market, reports TMC Net.

Company officials say it is a bid to widen its market coverage in the small to medium enterprise segments.

Earlier this month, Sage CRM Solutions, part of the Sage Group, has announced initial progress of its Sage CRM Solutions 2010 strategy, described by company officials as "a product and technology vision" announced in March.