We conducted a survey of UK contact centres to gain a ‘real world’ insight into IT complexity in the contact centre and supporting ‘back office’ operations.
There has been a great deal of press comment and internet forum discussion about contact centres and the use of Social Media such as Twitter and Facebook to interact with customers. However our survey found, with a few notable exceptions, that there is little evidence of widespread, structured use of these media. Our survey provides a snapshot of actual usage of Social Media in the contact centre.
- Only 17% of the contact centres surveyed address any of the major social media channels such as Twitter and Facebook
- The statistical mean number of desktop applications required to complete a call centre telephone call is 4.3
- All contact centres measure performance but 40% of respondents did not have any criteria or metrics to measure back office operational performance