Someone asked me recently how customers in our call centres contacted us e.g. phone, web chat, email or old fashioned written mail; but as we're an outsourcer and we have centres globally it was a hard question, so I answered it giving a comparible to there industry and that was in publishing. We still get 90% of contact via the phone, 8% email and 2% web chat.
And it made me think what was normal these days and whether their was a difference between industries and even onshore, nearshore or offshore.
Would be interested in your thoughts and if we get enough comments and stats I'll pull together all of the answers and post them for everyones interest.
Thanks
Andrew
