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Web Chat

Chatbots

Do you specialise in Web Chat solutions? We want to hear from you!

960 640 Stuart O'Brien

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in October we’re focussing on Web Chat solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Web Chat solutions to call centres and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Contact centre speed to answer increases by 27%

960 640 Stuart O'Brien

Analyst ContactBabel has revealed that the Average Speed to Answer for contact centres has increased by 27%, from 28.4 seconds to 36.1 seconds.

The findings are part of the fourth edition of The UK Contact Centre HR & Operational Benchmarking Report 2014/15, a study of 215 contact centre operations examining salaries, attrition, recruitment, absence, training operational performance, budgets and growth, with forecasts to 2017.

The report also found that new agent salaries have risen on average to £16,027.

Speaking with Call Centre Helper, the author of the report, Steve Morrell, explained how the growth in email and web chat was having a direct impact with the findings.

“The continued strong growth in both email and webchat, as well as mobile and web-based self-service, means that the remaining agent-customer voice conversation is now on average longer and more complex, requiring different skills and capabilities from agents, which current systems and processes may not yet support,”

“Furthermore, the connected increase in call handling times – now almost five minutes for a service call, and six and a half minutes for a sales call – supports the finding that the voice queue is often under pressure.”

“Twice as many contact centres are planning to increase headcount in 2015 as are expecting a decrease, which suggests that the movement towards self-service has not yet taken the pressure off the voice channel,” he continued. “In part, this will be due to the disconnect across channels found in most businesses, where the customer may have to engage multiple channels repeatedly in order to get a resolution to their query – a case of ‘multichannel’ rather than ‘omnichannel’ – where the final destination for many is still a live voice call.”