Contact centres: consumers need you | DMA

Filter By

Show All

Connect to


Contact centres: consumers need you


According to new research from the DMA and Granby Marketing Services, consumers need contact centres at those critical moments in the relationship with a brand, but brands are in danger of losing the goodwill consumers hold for them

Digital marketing is wonderful for so many different aspects of marketing, but new research shows that at crucial times between a brand and customer, consumers need the reassurance of contact centres.

According to the Customer Acquisition Barometer 2015, contact centres are the seventh most used channel for customer acquisition. What are consumers’ views of contact centres?

New research from the DMA, sponsored by Granby Marketing Services, shows that half of consumers say asking questions on the telephone is essential for finding out the information they need. Click here to read Granby's perspective of the research.

This infographic show how the practices of marketers both matches and contrasts with what consumers demand from contact centres.

Contact centres 2016 infographic

Enjoyed this? View our infographic on how marketers could use social data more effectively.

Hear more from the DMA

Please login to comment.


Related Articles

A telemarketing programme involving hundreds of one-to-one conversations with customers and prospects is the perfect opportunity to perform a thorough proof of concept. It enables you to learn quickly and validate your approach in a systematic, transparent way, so you set off on a better track.

Depositphotos_667828676_S (1).jpg

Economic pressures have plagued households for several years, with brands facing the challenge of engaging consumers who are more budget-conscious than ever before. As a result, brand loyalty has sharply declined, with 61% of consumers being less likely to stick with brands in 2023 compared to 41% in 2022.

Cost of Living Exit Strategy Report 20244

Purple Square’s Tim Biddiscombe interviewed marketing data and tech industry veteran Andy Masters about the essential roles of listening, learning and trust in building holistic and effective customer journeys.

Thumbnail Reimagining CX _Andy Masters 600x400.jpg

When thinking about sustainable marketing, often we think about the channels we use, or materials we use in a physical sense. We overlook things like the audience targeting, data cleanse & optimisation, which have a big impact on minimising wastage.