GoResponse Telephone Answering Service Staff

Call centres utilising more online channels

OnlineIt is widely known that telephone answering services are using more channels to diversify their communication. Now a report has revealed that webchat and email are definitely on the rise, with more inbound interactions being seen. This means that companies that want to keep up with the competition must ensure they provide online options.

In the latest “UK Contact Centres in 2015: The State of the Industry & Technology Penetration” report, it was shown that the modern call centre is changing, with more agents needing to focus on online channels.

Steve Morrell, the report’s author, said: “While the proportion of inbound interactions by channel did not change greatly between 2009 and 2011 – perhaps as many initiatives and investments were put on hold – 2012 saw a big jump in email from 10.4% to 15.4%, and although this figure dropped back somewhat last year, and the email figure of 16.2% in 2014 suggests that this channel is still growing strongly.”

He added that self-service and live telephone channel use had seen a drop, with more people opting to use online options instead. Evidence is further backed up by figures showing that webchat use has increased from 1.7 per cent to 2.7 per cent.

Offering online options can be a great way to save costs, particularly because agents can handle numerous webchats and emails at once instead of being tied on up on an individual phone call. The report’s findings mean that companies must work with modern trends to ensure consumer demand and experience remains high.

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