British consumers would be happy to use a speech automated call centre system, according to the latest research.
Figures released by Harris Interactive, on behalf of Nuance Communications, show 46 per cent of participants could be better off using a voice-activated service, with language barriers coming out as the top annoyance for consumers contacting customer care departments.
A speech recognition system is the preferred option for 84 per cent of those asked if they were informed of the availability of such a service in advance, while 46 per cent claimed they are unhappy with touchtone call centre solutions.
Meanwhile, consumers stated speed and accuracy of response are key to a well-performing call centre.
The study also found 60 per cent of participants are less than satisfied with call and contact centre departments.
Elsewhere, workers at the Northumbrian Water customer care complex have been given the North East Contact Centre of the Year Award 2008 for those with under 200 seats at the Contact Centre Awards.
This news feed has been brought to you by Direct Response Limited, the award winners for outsourced call centre services. For further information please visit www.drltd.com |
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