Asian Communications Solutions For Contact Centers - Are Humans Always Best?

Along with the annoyance of telemarketers calling during dinnertime

, most people you talk to will cite their main annoyance with the telephone as waiting in call center queues. Around 1 in 5 calls are abandoned before they are answered, and people are now actually preferring to talk to a machine rather than a person in many cases. We explore the implications of the trend for those looking to design information technology infrastructure and ideal Asian communications solutions.

Do people really prefer machines?

It sounds incredible, but as speech recognition technology comes of age and the idea of an automated phone-based service becomes more entrenched in our culture, it is actually unsurprising that people are beginning to prefer automated Asian communications solutions to human-based phone contact. A global survey by Dimension Data's Asian IT services and information technology consulting experts found several important statistics and facts in relation to the idea that automated contact may not just be the poor cousin of in-person calls for many people:

- In some sectors, up to 1 in 5 calls is abandoned before they are even answered by a human

- Even in situations where there is an option for human-handled calls, around 20% of customers choose the automated self-service option first

- Resolution rates (percentage of issues successfully resolved) stand at around 76% for self service channels, and around 50% for agent-assisted channels.

- 6% of survey respondents currently use speech recognition technology, and a further 17% plan to have their information technology consultants and Asian communications solution providers install it in the coming 12 months

Automated vs agent-assisted Asian communications solutions.

A customer interaction completed via an automated avenue costs an organization just 20% of the cost of completing the same action via agent-assisted means. With almost 60% of contact centers surveyed saying that cost reduction targets were a major part of their organizational strategy, and expectations of call volume increases of up to 50% within 12 months, it is unsurprising that automated Asian communications solutions installed by information technology infrastructure experts are gaining in popularity.

The importance of choice

Having automated speech recognition Asian communications solutions as an option for customers, rather than a forced interaction, remains the key to realizing the massive potential savings without sacrificing customer numbers. When speech recognition is based on call-avoidance philosophy, around 10% of respondents will choose the self-service option.

Research on the importance of perceived customer service quality in customer's decisions to remain with a particular service company is scattered, but anecdotal evidence and common sense dictate that in situations where it is not possible to speak to a human being without a slow and painful automated intermediary, customers are likely to leave as a result.

by: Gregory Smyth

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