An increasing number of contact centres are switching to a 24/7 service to accommodate hectic consumer lifestyles.
Research by alldayPA has highlighted new trends for weekend calling and changing consumer attitudes.
Traditionally, businesses do not trade on Sundays as it is known as the day of rest, but this all changed in 1994 with the introduction of the Sunday Trading Act, and people now expect firms to be available all day, every day.
The research shows that calls made on a Sunday had increased more than any other day in the past two years. Saturday calling saw a substantial increase too. The company also recorded a decline in the volume of calls made during the middle of the week. Tuesday, Wednesday and Thursday all saw a drop in the rate of calls, with Wednesday seeing the biggest decline overall.
Callers are being affected by the new trends. They are more likely to be part of the modern deadline-driven culture, spending more time working outside of traditional office hours.
‘If businesses do re-organise their opening hours to suit consumer trends, chances are they would see an incredible boost in profits’,” said Suzanne Yates, PR Executive at alldayPA. “Lobbyists campaigning to update the current Sunday trading laws say that we could receive a £20.3 billion boost to the economy if we removed sanctions against Sunday trading.”
With bad customer service reviews spreading like wildfire on social media, you simply can’t afford to ignore your customers’ changing needs.
Visit the alldayPA website to read the full report.
Author: Megan Jones
Published On: 18th Jun 2014 - Last modified: 12th Dec 2018
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