CCT Customer Self Service Survey - The Results

CCT Customer Self Service Survey - The Results

CCT recently carried out a survey amongst Call Centre professionals about Customer Self Service solutions and the opinions within the call centre industry.

We asked 4 simple questions about their experiences and the impact that Self Service has on customer experience and call centres themselves. A mixture of those that already use Self Service solutions and those that don't formed the group of intervees.

The results showed that, despite significant technology developments, such as Speech Recognition and Voice Biometrics, the majority of interviewees didn't feel that Self Service would bring any additional benefits apart from cutting costs to their business.

However 80% of those interviewed that currently use a Self Service solution reported a signification improvement in the customer experience - rating self service twice as high than those who didn't use self service solutions in their businesses.

 For more views on Self Service, visit our Customer Self Service page and you can still take the original Self Service survey here