UK contact centre industry spends over 2bn pounds on post-call wrap-up

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Cost of agents manually taking customers through security checks is 820m per year

A new report by ContactBabel, the contact centre industry experts, finds that billions of pounds are being spent on unnecessary post-call wrap-up and non-automated customer identification checks.

Built from interviews with over 200 contact centre directors and managers, the 4th edition of “The 2006 UK Contact Centre Operational Review” is the largest and most in-depth survey of UK contact centre operations available, costing only 195 + VAT.

The report, sponsored by Altitude Software, Syntellect and Cable & Wireless, finds that only 20% of customer identification checks are carried out through speech recognition or touchtone IVR, with agents taking an average of 22 seconds to confirm the caller’s identity manually.

Furthermore, post-call wrap-up has grown to take up around 16% of agent time, the equivalent of over 2bn in agent costs each year.

Steve Morrell, principal analyst at ContactBabel and author of the report, comments:

“Identifying a customer accurately is vital to a business, but surprisingly few contact centres automate this process, which adds up to a very significant cost for the industry. A greater use of touchtone IVR and especially speech recognition could make a real impact on cost and performance.

“Of even more concern is the amount of time devoted to post-call wrap-up, which includes entering data into various systems and starting off back-office processes to make sure that actions agreed within the call actually happen. Many leading businesses are currently looking at ways of trimming this activity through workflow automation and simplifying the agent’s desktop, which will positively impact customer satisfaction, agent morale and performance levels.”


and from Stand C75 at Call Centre Expo

Published On: 30th Sep 2006 - Last modified: 24th Jun 2013
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