Contact Centre Research

Contact Centres Aren’t Adapting Self-Service Systems After Installation

Published On: 29th Sep 2017 08:00

According to our poll, 14% of contact centres that have installed a self-service function have not made any changes to it since it was implemented.

In contrast, 60% of these contact centres have made changes in the past month, and a third of them had even done so in the past week.

Poll – “When did you last make changes to your self-service system?” – answers

Past Week – 20%
Past Month – 40%
Past Year -23%
Past Three Years – 3%
Not Since It Was Put In – 14%

Source: Call Centre Helper Webinar: Increasing the Take-up of Self Service Sample size – 84 Date: September 2017

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Contact Centres Aren’t Adapting Self-Service Systems After Installation

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