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Customers are able to have access to a companies customers support system by either telephoning them or visiting their website. The use of call centres is increasing and businesses use them to keep in contact with their customers. A company may choose to call a customer to try and sell a product or service and customers may call the company to make an enquiry, obtain information, report a complaint or request help.
Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue retailers, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks, retail financial support, and sales support.
Growth and application of e-commerce in the UK
E-commerce is the buying and selling of goods and services using computers and the Internet. The Internet has transformed the way people conduct business. Businesses can use web pages for advertising and marketing, sharing information with customers, distributing software and documents, and receiving customer responses.
Since the Internet has become a business tool instead of merely a research network, businesses both large and small have seized the opportunity to explore how to use it to become more productive and competitive. Research has shown that 30.4 per cent of the value of all purchases made by non-financial sector businesses was made over the Internet or other ICTs in 2007.
Businesses use the Internet for so many reasons. Businesses use these websites for a variety of reasons apart from selling, including access to catalogues or price lists (29.8 per cent of businesses) and access to job vacancies and job application forms (19.2 per cent of businesses).
In 2007, businesses continued to more actively use the technology they had; more employees had access to the Internet from their work place; more was being bought and sold on-line, by more businesses.
In 2007, 7 million people had Internet access through their work. This represented 44 per cent of the employees covered by the survey and an increase of 245,000 since 2006. Of the total proportion of people using computers for work, 80 per cent had Internet access.
Internet sales by UK businesses rose to £163bn, an increase of 30.2 per cent on the 2006 figure of £125.2bn.The proportion of businesses selling on-line rose from 13.4 per cent in 2006 to 15 per cent in 2007. On-line sales represented 7.7per cent of the total sales of non-financial sector businesses surveyed in 2007, compared with 6.2 per cent in 2006 and just 1.1 per cent in 2002.
I produced a graph to show the amount of sales used by medium sized businesses from 2002 to 2007.
The sales over the Internet by medium sized businesses in the UK produced a percentage increase of a massive 4016.7% over 5 years. I then worked out the amount of sales over the internet for medium sized businesses in the wholesale, retail, catering and travel sector as the KAB Company falls in this section.
Sales over the internet for medium sized businesses in the wholesale, retail, catering and travel sector from 2002 to 2007 produced a percentage increase of a 1316.7% over 5 years.
The proportion of businesses with a website has remained at around 70 per cent for the last three years. KAB should consider all this information and use the Internet as an advantage to their business.