< Back to the communications news list
|
Contact centres 'save £1.6bn through self-service'
|
|
British-based contact centres are saving around £1.6 billion each year through self-service systems, according to the latest research figures. A study carried out by ContactBabel shows UK companies are cutting costs by using automated procedures. The UK Contact Centre Operational Review 2008 states 670 million of the 10.3 billion calls made to companies are handled by self-service. Steve Morrell, author of the report, claims more than the 6.5 per cent of enquires made are suitable for automated machines. He states around 31 per cent of calls made to a contact centre, such as ticket bookings and meter readings, could be dealt with through the systems. Mr Morrell adds: "A cost avoidance of £1.6 billion per year seems an impressive figure, but we believe that this is only the beginning of what telephone self-service can deliver." Earlier this month, American company Remote Data Backup advised firms outsourced management could help reduce their outlay during the currently global economic crisis. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
Azzurri provides leading technology and customised software to make your contact centre work better. Ofcom compliance is our forte!