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Contact centres 'have more success with voice than text'
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New research has suggested contact centre customers respond better to 0utbound speech-enabled calls rather than SMS. SpeechStorm has revealed that tests carried out with the Environment Agency found more people followed up on contact made through a voice call as opposed to a text message. The agency's contact centre reached a sample of 500 customers, using automated voice technology with half and text messages with the reminder, and provided them with a call to action to find more information online. Customers who were reached by speech were seven times more likely to respond than those sent an SMS, the research discovered. Oliver Lennon, chief executive officer of SpeechStorm, commented: "Outbound communications now play a key role in cost effective customer service enhancement strategies as they deliver a positive, personal and proactive service and increase goodwill among customers." Last week, the Siemens Enterprise Communications' Listeners Report suggested contact centre workers believe improved business communications and other IT services would make their jobs easier, according to ITPro. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
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