Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Ryan Advisory says non-voice cx is growing fast

Blog
4th July 2017

experience_400

Ryan Advisory recently released their first big survey of the contact centre industry. The research features information from over 300 executives in the industry so it’s a very good and highly detailed analysis of what is changing in contact centres today.

The research features many insights, but I’d like to just draw out and comment on one area – the changing channel uses on contact centres today. In the UK today there is a split of a little more than a third of contact centre interactions being non-voice (40%) – the remainder being voice calls. The Ryan research indicates that there is a strong shift towards non-voice channels so we can expect to see the proportions changing soon.

But it’s interesting to see how channel use breaks down further in the UK market. With all these new technologies, it feels almost like a surprise to see that 57% of contact centres in the UK are still supporting customers by post and 54% accept faxes.

The most popular non-voice support channel is by far email. 96% of contact centres in the UK are supporting email, but 70% are also supporting social media and 28% are already using chat bots.

There are various other channels such as SMS and chat that are all hovering around the 30-something percent mark, but I think the really interesting point here is that almost three-quarters of UK contact centres are now supporting social media service channels.

What does this mean for the industry? Serving customers is now such a complex business using so many diverse channels – are the measures we are using in contact centres still correct and are we hiring the right people? I think the broader nature of customer service today as indicated by the Ryan Advisory research shows that the industry is now far more critical that it was in years gone by. I’m going to think a little more about some of the outcomes from the Ryan survey because I think there are some trends here that all of us involved in CX need to think further on.

Click here to visit the Ryan Advisory website and if you have any views on my article then please do leave a comment here or get in touch directly via LinkedIn.


Helen Murray
Article by: Helen Murray

News & Insights

Solution Designer
Service Provider
Technology Enabler
Blog
5 secrets to engage Gen Z as an employee

Author: Melanie Buckley, HEAD OF PEOPLE CORPORATE SERVICES UK, INDIA & SOUTH AFRICA Gen Z represents an untapped goldmine of talent and innovation, but challengingly, they bring the job market a set of values and desires entirely unlike any previous generation. Here Melanie Buckley, Head of People Corporate Services, Webhelp UK, India and South Africa, looks at the top 5 secrets employers...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Another Award winning year for Webhelp and Sky

It was a successful night for global customer experience expert, Webhelp, and leading telecommunications provider Sky, at the UK Customer Experience Awards yesterday. The fiercely competitive awards, which highlight excellence in the CX industry, were held at London’s Wembley Stadium. In a...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp hosts industry discussion on generational differences and their impact on CX

Webhelp hosted the second of our Disruptor Dinners at the Shangri-la at the Shard in London yesterday, as part of our highly regarded yearlong series, which examines and identifies significant disruptors of Customer Experience (CX). This session looked at the impact of changing generations on...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
Generation: Cohort views on CX and the workplace

The Webhelp Disruptor Series Part 2: Generation: Cohort views on CX and the workplace This paper reveals the results of our exclusive YouGov study on age-influenced attitudes to multi-generational working and customer experience, as well as gathering informed viewpoints from sector leaders,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook