The number of enquiries made to call centers over the phone is set to decline in 2005. An increasingly tech-savvy population is gradually using the telephone less at times where convenience can be improved. Telephone enquiries are set to drop by almost 2.5% in the 2004-05 period with email enquiries replacing the bulk of them, increasing from 21.4% to 23.3%. SMS enquiries are also set to increase, from 0.9% to 1.3%.
Source: Datamonitor, "Spending Priorities in Small Call Centers" (DMTC1039)