According to the data of Ukrainian Direct Marketing Association (UDMA) more than a half of clients of mail order companies (55.4%) still prefer ordering goods by phone. Besides, there are a lot of Ukrainians who use E-commerce for ordering goods but still call on company’s hot line to find out the status of their order. Thus telephone communication is almost the only source of order entry for mail order companies, and it means that its quality should be made the cornerstone of the policy of every mail order operator who desires to win the hearts of Ukrainian customers.   

The biggest representatives of mail order sphere in Ukraine (21 companies) are to participate in the research of telephone service quality. All of them declared that they have call/contact centres or customer support phonelines. 

In the course of monitoring a pretend potential customer will call to every company with the aim to get information about the term of goods delivery and the method of payment.

Mail order companies which will take a part in research

 Research results will be published in early 2012 in Distance Selling Digest!

Ukrainian Direct Marketing Association (UDMA) is a non-profit organization, which was founded in order to develop the markets of direct marketing, distance selling, contact centres and data bases in Ukraine. For detailed information about UDMA activities, visit http://uadm.com.ua/  and www.distanceselling-ua.com 

Call centre leaders club Hot Skills was organized by Ukrainian Direct Marketing Association (UDMA) and The Organizing Committee of International Business Forum “Days of dialog marketing in Ukraine” in September, 2007.
The Club’s goal is to establish a platform for communication and experience exchange with professional community, to recognize and promote the best experience in the sphere of human resources and other call-centre’s resources management as well as to introduce the market participants to each other. For more information about the Club, visit www.hotskills.com.ua