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Self-service technology; the impact on call centres

The substantial rise in smartphones and self service web sites have done very little to stop people from using call centers, according to recent research published by BT and business communications company Avaya, who suggest that 90% of smartphone owners are still expected to use call centres in the future.

The research also suggests that call centre staff are being faced with an increased workload, as the calls they recieve become more complicated.

Andrew Small, global head of customer relationship management, BT Global Services quoted “for many consumers, calling the contact centre is the favoured way to resolve the most complicated queries. The vast majority of people have used the internet to do their own research first, so by the time they pick up the phone, the organisation they’re calling is either close to a sale or close to a fail,”

The survey from BT highlights the importance for contact centre’s to employ highly trained agents on hand, who are capable of solving complex issues. As a result, Avaya reports how this in turn requires more complex communication systems.

At Ansaback, a 24/7 call centre, the call centre agents all trained to a very high level; ensuring that we manage our clients phone calls with the precision and expertise they require to deliver superior customer service to their customers.

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