Over two fifths of contact centres now include a team designated to social media, only 10% shy of the number of those who leave such duties to company’s marketing team.
However, many contact centres do not just have one sole department taking over their social accounts, instead sharing the duties, as you can see by the figures not adding up to 100%.
Poll – Who owns Social Media in Your Company? – answers
Your Customers – 7%
Nobody – 10%
Customer Service – 19%
A Social Media Team – 41%
Marketing – 51%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper webinar poll – Webinar: The Top 5 Contact Centre Strategies
Sample size – 89 Date: January 2015