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Online Channels on the Rise


The latest ContactBabel research has shown that email and webchat are handling an increasing number of inbound interactions.

“UK Contact Centres in 2015: The State of the Industry & Technology Penetration” shows the reality of how the contact centre industry is changing, based on hard data from large-scale, ongoing primary research programmes.

It provides detailed information on the penetration rates of 15 contact centre technologies, segmented by vertical market and size band, with forecasts for 2018.

Steve Morrell

“While the proportion of inbound interactions by channel did not change greatly between 2009 and 2011 – perhaps as many initiatives and investments were put on hold – 2012 saw a big jump in email from 10.4% to 15.4%, and although this figure dropped back somewhat last year, and the email figure of 16.2% in 2014 suggests that this channel is still growing strongly,” said Steve Morrell, author of the report. “In line with what has been happening in the US, a further drop in both the live and self-service telephone channels can be seen, as more customers choose an online option as their primary channel, a view further supported by webchat jumping from 1.7% to 2.7%.”

Figure 29: Contact centre inbound interactions by channel, 2006-2018

Figure 29: Contact centre inbound interactions by channel, 2006-2018

The report also shows:

  • The vertical markets that are on the up, and those which have been knocked down – and are staying down
  • Forecasts of agent positions, contact centres and jobs until 2018
  • Market segmentations by 15 vertical markets, 7 size bands and 12 regions
  • The penetration rates of 15 contact centre technologies, including webchat, mobile apps, cloud and interaction analytics, with forecasts for 2018
  • The main priorities for technology investment in 2015 and beyond.

The report is currently available for £950 + VAT – a saving of £300 on the normal price of £1,250. This offer expires at the end of January 2015.

Purchasers will also receive a free copy of “The UK Contact Centre Decision-Makers’ Guide”, a major study of all aspects of contact centre operations, technology and processes.

Click here to download the report.

Published On: 7th Jan 2015 - Last modified: 12th Dec 2018
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