Ukrainian Direct Marketing Association  (UDMA)  and  Hot Skills Club of Call-Centre Directors jointly found out the improvement of call centers service which serve mail order companies in Ukraine. 

Below are the conclusions arrived at by the Expert Council of the Club of Managers of Hot Skills call centers of the Ukrainian UDMA upon completion of its annual survey (See Table 1).

At the same time, only five out of twenty surveyed mail order companies have been awarded over 90%, which corresponds to a high and excellent level of the telephone service.

Table 1. Results of Surveying Quality of Telephone Services Rendered by Ukraine’s Leading Mail Order Companies 

Quality of telephone services is surveyed on a cyclical basis. This permits to track changes in the market where most companies recorded an increase in this indicator in 2011 (See Table 2).

“In the past, companies having their own line of receiving orders demonstrated low results; in 2011, however, some of them recorded a serious growth rate, which means that they are aware of the role of telephone communication with their customers. The level of services provided to customers in the mail order sector is higher in companies whose lines are outsourced”, says UDMA President Valentyn Kalashnyk.

Table 2. Comparison of the 2010 and 2011 Results 

Interestingly enough, the leaders of research – mail order companies Magnet Blanchporte, Bon Prix, Cellbes, Witt – are served by Ukrainian call center Direct Call.

It should be reminded that according to the UDMA, 55.4% of clients of mail order companies still prefer placing orders via the phone. Moreover, practically all the clients ordering goods via the Internet or other channels still call the seller’s hotline to find out details of the order status.

Therefore, telephony is actually the main source of order placement for mail order companies, and this means that its quality is the top priority of the policy of every mail order operator wishing to win the hearts of Ukrainian consumers.

Info

Club of Managers of Hot Skills call centers was founded by the Ukrainian Direct Marketing Association (UDMA) and the organization committee of the International Business Forum “Dialog Marketing Days in Ukraine” in September 2007.

The Club’s objective is to create a platform for communication or exchange of experience of the professional community, identify and popularize better practices in the area of personnel management and management of other resources of the call center, present the market players to each other. To find out more about the Club, please visit www.hotskills.com.ua

Ukrainian Direct Marketing Association (UDMA) is a voluntary non-profit making association founded to develop the direct marketing market, the remote trade market, contact centers and data bases in Ukraine.

To find out more about the UDMA, please visit http://uadm.com.ua/ and www.distanceselling-ua.com

Source: distanceselling-ua.com