Avaya is a leading provider of communications systems to enterprises while callcentres.net is a research, news and online publishing company dedicated to the contact centre and outsourcing industries in the Asia Pacific.

The overall satisfaction levels of Singaporeans surveyed across all age and gender groups have seen a massive jump, observed The 2008 Contact Centre Consumer Index Singapore report.

Forty-one per cent of respondents were "satisfied" to "extremely satisfied" with their last call to a contact centre versus 29 per cent in 2007.

Women prefer non-interactive tools

While a majority of respondents prefer using the phone as their most preferred method of contacting a company, the report showed that more consumers are inclined to using online methods in 2008 than in 2007.