|
|
Submitted by Mike Grenville on Thu, 21 Aug 2008 10:47 |
By using SMS the best call centres are increasing customer satisfaction and reducing costs according to a white paper from Clickatell.
According to a 2008 Aberdeen study surveying 4,500 respondents  concerns over a potential recession is a top-three business challenge for companies this year; in another study, Aberdeen found that 88% of best-in-class companies considered corporate profitability to be a key metric driving the need to manage telecom costs  including in the call center.
Your Call Is Important To Us ....zzz
"We have all been there  we call for service only to be #134 in the queue when we simply need a balance update or tracking number"said Pieter de Villiers, CEO of Clickatell. "Consumers are increasingly mobile and interact with a myriad of companies through call centers, often using their mobile phones  they demand quick response times and easy to use systems. SMS provides an easy to use mobile solution that doesn¹t require long wait times or interactive voice response systems. To better serve mobile customers and save money, organizations with call centers should take advantage of text messaging."
In this month's CRMBuyer, results from the recent Aberdeen study found that 80% of best-in-class call centers are using text messaging, and also concluded that there is a marked difference in adoption in non-best-in-class organizations which are not taking advantage of an opportunity to add cost effective touch point between a given company's expert resources and their customers through the use of SMS.
The First National Bank in Namibia implemented Clickatell's SMS inContact service in 2002 and has seen adoption achieve >80% of its entire retail customer base.
Furthermore, the cost of using SMS for customer contact is proven to be a fraction of the cost of live agent communications as well as interactive voice response systems. UK-based call center analyst firm ContactBabel reported that live-agent service calls average ~$12 per call, while SMS costs pennies per message. SMS efficiently replaces the need for live agents, as well as IVR systems, for many simple service inquiries including order status, payment reminders, account activity alerts, delivery notifications, security alerts, and more, allowing live agents to spend time on dealing with more complex customer inquiries.
Clickatell has published a white paper titled:
"SMS in the Call Center:
How Mobile Messaging Can Increase Profits and Reduce Costs Immediately."
|
