In the ninth installment of its ‘Inner Circle’ series focusing on subjects including; cloud-based contact centres, self-service, outbound & call blending, customer interaction analytics and PCI DSS compliance, findings of ContactBabel‘s ‘The Inner Circle Guide to Omnichannel Customer Contact’ report indicated that 32 per cent are currently offering a full ‘telephony’ self-service channel in the UK; with the platform becoming more prevalent in the utilities and finance sectors.
Retail & distribution and insurance sectors were least likely to be doing so, and the report found a distinct pattern in full self-service regarding contact centre size, with 63 per cent of respondents from large contact centre operations (200+ agents) implementing this; compared with 27 per cent in the mid-sized sector (51-200 agents); and only 15 per cent of small contact centres (50 or less agents).
Download the full report here
