Author: Colin Hay, VP, Sales UK, Puzzel
As statistics reveal that digital channels are not much cheaper than traditional voice calls. Here are 5 top tips for boosting efficiency and cost-effectiveness in one go.
Digital channels are a cost-effective way to boost contact centre performance and enhance customer satisfaction. Certainly, the most widely deployed multimedia channels – social media (53%), email (41%) followed by web chat (39%) – are all cheaper than traditional voice calls in ‘cost per contact’ terms. With the average live telephony call at £4.27, web chat typically cost £4.24, emails cost £3.81 and social media contacts cost £3.64
Interestingly, web chat conversations are on a par with telephony calls although the ability to conduct multiple chats at the same time makes this channel an attractive business proposition. What is really surprising and perhaps somewhat perplexing is that the cost differential between traditional and digital channels is in truth relatively small, perhaps far smaller than expected.
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5 steps to maximising the digital opportunity
The secret lies in creating a cohesive multimedia contact centre that brings together the right people, processes and technology to boost efficiencies and cost-effectiveness:
Increased efficiencies and reduced costs all in one go. Proof that when it comes to digital channels you can have your cake and eat it!
[i] The UK Contact Centre Decision-Maker’s Guide 2018-2019" 16th edition published by ContactBabel and DMG
[ii] The UK Contact Centre Decision-Maker’s Guide 2018-2019" 16th edition published by ContactBabel and DMG
[iii] The UK Contact Centre Decision-Maker’s Guide 2018-2019" 16th edition published by ContactBabel and DMG
About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Monday, July 8, 2019
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