Survey reveals human contact still important in contact centers
A recent survey conducted by business process outsourcing (BPO) solutions provider, Merchants South Africa, found that 62 per cent of its respondents prefer speaking to an agent – despite the rise in digital channels available in this regard.
“For many years, people have believed that the rise in digital customer service channels would mean an end to the traditional contact centre, but it is now evident that this is certainly not the case,” says Mathew Conn, group chief relationship officer at Merchants.
Further, the survey revealed that 48% of respondents said that dealing with a contact center saves them time, 41% said it educates or informs them and a further 30% said it supports them when they are stuck online or using a digital channel.
The survey also found out that when customers have complaints, they were more likely to use email as a means of communicating their concerns.
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