As more communication options open up to customers, contact centers are hard pressed to keep up in providing as many contact choices as possible. We wanted to know what channels contact centers currently provide to their customers, and how they are used.
A survey by Joss Jalbert, ContactCenterWorld.com
"Our center currently supports voice, email, voice mail, chat, and IM"
- Suchita Sani, Deputy Manager Training, Accenture, India
"We respond to emails sent by clients from the website, digital products sale website, data entry investigation all over the world, and fax from some clients."
- M Vos, Customer Operations Manager, Cendris, Netherlands
"As a Business Process Outsourcer we support the following channels for out-partners - voice, e-mail, webchat, fax, voicemail, SMS and automated IVR"
"We handle Email, Voicemail and fax. Emails are responded to via email or telephone, voicemail is normally logged and dealt with as per incoming call, and faxes are logged for call back as per incoming call."
- Ian Woolley, Head Of Support, CFP Software, United Kingdom
"We deal with In/outbound calls, Email, Web, back office. We used to take and make sales - order management"
- Simon Creighton, Quality Manager, Minacs, Canada
"Our company deals with Voice, email, and Fax - Desktop faxing and electronic filing, voicemail - if busy the client can leave a message."
- Fanti Holtzhausen, Group Manager, M & F, South Africa
"Email, Web chat, fax, SMS, text chat, IM and post."
- David Jones, Operations Manager, Frontline Telephone Answering Service, United Kingdom
"We respond to Voice, E-mail, Fax, Voicemail, Mail and Document Images."
- Simon Rowland Jones, Consultant, Rowland Jones Consulting, United Kingdom
"Agents are available online 5 days a week from 9 am to 5 pm. Email correspondence takes place from a comprehensive email system that allows for automatic response to different queries. Also stores all the incoming emails, queuing and outbound email responses."
- Jahan Zeb Khan, Head of Customer Service, Wateen Telecom, Pakistan
"Voice, Email, Virtual Calls. Virtual call takes in requests submitted via a web interface and initiate a callback automatically after identifying an appropriately skilled agent."
- Chee-wai Ho, Business Analyst, Chee-wai Ho, Singapore
"We take web requests, e-mails, walk-ins, voicemail, chat - and integrate all these as a single stream of incoming requests"
"Our clients are moving toward customer interaction platforms that allow their customers to reach them in any form - voice, chat, email, Twitter, etc. Enterprises want to present a seamless communications channel with their customers. While voice is still the primary communications vehicle, chat and other channels are rapidly rising."
- Ted Cart, Call Center - Consultant, Principles Group, United States
"Voice, email, fax and voicemail. We predominantly use voice as the primary means of communication. Email is used for updates and further information relay. Fax is used occasionally, again to verify information or collect data. We discourage voicemail unless absolutely necessary, as we expect all calls to be answered personally and professionally. "
"We specialize in highly targeted customer communications delivered through multiple channels including voice, web, email, direct mail, mobile, text, etc. We manage and develop customer communications utilizing integrated data points including customer, purchase history, contact history and other overlays to produce timed and targeted communications that are delivered via customer managed preference channels."
"Fax, Post, Email and eCommerce - Whatever suits our customers."
- Karen Wenborn, Call Center - Operations Manager, Screwfix Direct, United Kingdom
"We use SMS, which goes to a database and then we follow up by a phone call."
- Raul Urrizaga, Call Center - Ceo, Pharus, Argentina
"Voice, email, web chat, fax, voicemail, SMS, text chat - Links via the web page direct the specific media to the appropriate individual or department"
- Donald Gillis, Sales and Marketing Manager, Dynamic Instruments, United States
"Fax, Chat, SmS Email. We propose the unique multimedia queue and integration with CRM. The queue is addressed by looking for specific keywords in the mail or fax content."
- Andrej Carli, Business Unit Manager, Bizmatica Sistemi Spa, Italy
"Chat, email, phone, fax - We also offer voicemail for escalations."
- Melissa Booth, President, Booth Teleservices LLC, United States
"In/outbound calls, email, fax, online ticket submission. Other partner centers handle web, chat, and online ticket submission as well."
- Terry Follmer, Trainer, IPower Inc., United States
"Voice, email, web, fax, SMS. For the most part separate agents deal with each mode of communication."
- Kobus Senekal, System Manager - Communications, Telesure Technology Solutions, South Africa
Voicemail - enables clients to leave messages for us to call them back rather than losing those calls at peak times or having clients wait for their call to be answered
SMS - we provide services in countries where it is harder to set up the necessary phone lines, the SMS option enables clients to request a callback via text and this request comes through to e-mail in our Call Centre with the client's contact number
e-mail - many clients find it easier to request assistance via e-mail, which we respond to either on e-mail or by calling them at a convenient time
- Moira Marshall, Call Center - Manager, ICAS SA, South Africa
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