Research has revealed that 43% of contact centres still don’t provide a mobile app – and have no plans to implement one.
The Call Centre Helper research paper, sponsored by NewVoiceMedia, also found that 30% of contact centres do offer a mobile app, while a further 28% are planning on introducing one in the near future.
This suggests that while there is a developing trend in the use of mobile apps to connect customers directly to the contact centre, there is still some way to go before it becomes standard practice across the industry.
Further findings from the ‘What Contact Centres Are Doing Right Now’ research – which gathered responses from almost 500 contact centre professionals between March and May 2014 – include:
- The phone still handles around 68% of all contact centre communications.
- Email is growing rapidly – with approximately 26% of contact centres naming email as their fastest growing channel of 2013.
- 59% of contact centre professionals do not have a homeworking strategy in place and have no plans to implement one.