A new “earth shattering” research has been released. Call centres have realised that clients get annoyed when they are forced to deal with a call centre and have to communicate with somebody who hasn’t got a clue what they are doing. The research confirms “a good customer experience is essential”. So a number of companies have not found the holy grail and think it is better to put enquiries straight to experts to let them resolve any issues. It is now called the “right first time” model. I am laughing about this because we have used this model for the last 40 years. ASC doesn’t work with call centres. If we receive an enquiry it is dealt with straight away by an experienced Director. We don’t call it anything sophisticated; it is simply part of our DNA – so I am a little bit confused why any research was necessary – would the money not have been better spent on a donation for a charity?