August 1, 2001, 12:00 AM

Customer self-service has not reduced call center workloads, says new study

More than half of companies that have implemented self-serve web options for customer service report an increase in call center workload.

Nearly half of companies that operate customer call centers offer a customers self-service option on the web and an additional 38% plan to offer the option in the next year, according to a survey of 268 call centers nationwide published in The Multi-channel Call Center Study Final Report released today by the Incoming Calls Management Institute. But interestingly, the survey of call centers found that non-phone access channels are not reducing agent workload-57% of call centers with self-service web sites report increases in workload.

Further, a third of the respondents said their organization is planning to implement call center/Internet-enabling technologies in the next 12 months, including e-mail response management, unified reporting and multi-media queuing.

The study also reported that the two biggest challenges facing organizations in developing an Internet-enabled call center are budget, cited by 56%, and the difficulties of integrating technology with existing systems, cited by 46%.

The study surveyed call centers in 12 industries, including retail and catalog merchants, financial services, healthcare, computer/Internet services, insurance, manufacturing, telecommunications, professional services, government/non-profit, travel, utilities and service bureaus.

 

comments powered by Disqus

Advertisement

Advertisement

Advertisement

From IR Blogs

FPO

Jim Erickson / E-Commerce

Why Western brands should register trademarks in China—now

China doesn’t recognize trademarks registered in other countries. Companies that register first in China get ...

FPO

Asher Elran / E-Commerce

E-commerce and duplicate content: solutions to common problems

Google penalizes retail web sites that display the same content on multiple pages, or that ...

Advertisement