Measuring Approaches to Self-service

Transcription

1 A Datamonitor report Measuring Approaches to Self-service A Survey of 200 European Call Center Managers Published: Jun-04 Product Code: DMTC1060 Providing you with: Analysis based on interviews conducted in France, Germany, Italy, the Nordics, Spain and the UK Segmentation of results by country, size band and vertical market Use this report to... Understand attitudes to self-service technologies and strategies in European call centers

2 Measuring Approaches to Self-service: A Survey of 200 European Call Center Managers DMTC1060 Introduction This report is based on a survey of 200 European call center managers and looks at their attitudes to self-service technologies, including IVR, speech recognition and web-based self-service. The data is analyzed by country, vertical market and call center size band. Topics covered in this report include: Outsourcing self-service The use of self-service technologies outside of a customer service environment Drivers and barriers to self-service within the enterprise Vendor installed base market shares ROI issues Which self-service technologies are enterprises investing in Key findings and highlights The web is considered to be the key self-service channel and IVR is also popular. Speech recognition is gaining ground, but is still not as popular as the web or touch-tone IVR. Self-service technology does not necessarily decrease the number of contacts an organization receives, but it does lead to an increase in customer satisfaction levels and a reduction in costs. This, in turn, leads to an increase in profitability. Reasons to buy Understand attitudes to self-service technologies and strategies in European call centers Identify which technologies are hot and which are not Contact us... From Europe: tel: fax: tcsales@datamonitor.com From Germany: tel: fax: deinfo@datamonitor.com From the US: tel: fax: usinfo@datamonitor.com From Asia-Pacific: tel: fax: apinfo@datamonitor.com

3 Sample pages from the report Question 6: ACD Vendor Which vendor did you buy this technology from? 19% 17% 16% Datamonitor Service Braxtel provider/reseller: Question 2% 20: 22 Actual impact BT 3.4% of self-service on. Philips 2% Telecom Italia 2.6% Samsung 3% Telia 1.7% If you Toshiba 5% have a self-service technology Raitec or 1.7% strategy in place, can you estimate its effect on IFM the Infomaster following Telefonica (1 = strong 0.9% decrease, 2 = slight 8% Mitel decrease, 3 = neither decrease nor Deutsche increase, Telekom 40.9% = slight increase, 5 Rockwell Telenordia 0.9% = strong increase ) Alcatel Internordia 0.9% Self-service technology does Aspect Customer satisfaction IBM 0.9% 9% levels not necessarily decrease the Ericsson Question ClearIT 23: Self-service 0.9% number of drivers contacts an and inhibitors Profitability Siemens Rocco 0.9% organization receives, but it Service provider/ Vivista 0.9% First-call resolutions does lead to an increase reseller This slide illustrates the net score achieved using the following customer satisfaction levels 15% volume Nortel formula for each Avaya, country: Nortel and Total Siemens and a drivers reduction score in costs. minus This total inhibitors score. Avaya It illustrates have a the combined overall share in turn attitude of leads 50% to an self-service increase in in each country IVR port usage Total drivers minus profitability. total inhibitors Agent utilisation 23 Attitudes to self service are Agent morale Germany Respondents believe that selfservice leads to the increase and in Italy most positive in Germany Call volume Italy volume. One of the Operational cost reasons for this may be that Attitudes a veer slightly to lot of self service takes place the negative in the Nordics, Nordics on the Web, and more Web France and the UK, but are Decrease Increase traffic generates more strongly negative in Spain. France Datamonitor UK 69 Spain Negative attitude Positive attitude Datamonitor 83 Request more sample pages...for FREE! From Europe: tel: fax: tcsales@datamonitor.com From Germany: tel: fax: deinfo@datamonitor.com From the US: tel: fax: usinfo@datamonitor.com From Asia-Pacific: tel: fax: apinfo@datamonitor.com

4 Measuring Approaches to Self-service: A Survey of 200 European Call Center Managers DMTC1060 Table of contents Country segmentation - Vertical market segmentation - Call center size segmentation Web statements Investment priorities Call centers and APs - APs by country - Multi-site call centers Interactions by channel, Contact growth by interaction channel Self-service investment priorities - Employee/HR self-service - Self-service at IT helpdesk - Customer service - Web and call-center integration - Self-service investment priorities Contacts by horizontal application - Outsourced interactions by type Job title influencers - CEO/CIO/CFO Technologies in place - Likelihood of purchasing - ACD vendor - CTI vendor - IVR vendor - Predictive dialer vendor - Speech recognition - Web site with FAQs - Web knowledge base - Web site search engine - Automated response Self-service statements Self-service capabilities - Self-service priorities Measurement of cost/profitability Actual impact of self-service Expected impact of self service Self-service targets Self-service drivers and inhibitors Top 2 drivers for self-service - Top drivers, follow ups Self-service technologies IVR vendor selection criteria Self-service budget IVR vendor technical abilities IVR statements Non-technical qualities of IVR vendors Speech recognition - Speech recognition statements - Speech recognition, follow ups Trusted self-service providers...many respondents have dismissed speech technology as too expensive for their operations and doubt its reliability... Robin Goad, Datamonitor Senior Analyst

5 Measuring Approaches to Self-service: A Survey of 200 European Call Center Managers DMTC1060 Datamonitor: Your total information solution Datamonitor is a premium business information company helping 5,000 of the world's leading companies across the Automotive, Consumer Markets, Energy, Financial Services, Healthcare and Technology sectors. Our products and services are specifically designed to support our clients key business processes - from corporate strategy to competitive intelligence. We provide an independent and trustworthy source of data, analysis and forecasts to improve these processes and ultimately, to help grow your business. Corporate Strategy & Business Planning Product Development & Commercialization Targeting & Influencing the Market Market & Competitive Intelligence Quality Data Expert Analysis Future Forecasts Make more effective strategic and business decisions Accelerate delivery of commercial success Assess and influence your commercial and market environment Maintain or obtain critical competitive advantage HELPING TO GROW YOUR BUSINESS No-one speaks louder than our clients ACI Atos Origin Avaya Communications Blue Pumpkin BSKYB BT Bull Chello Cisco CMG Computer Associates Convergys CSC Financial Services Deutsche Telekom Diamond Cluster EDS Ericsson Eyretel France Telecom Gemplus Genesys Hewlett Packard IBM Infogrames Intel Intervoice KPN Mobile Manugistics Microsoft Mitel Telecom NCR Nice Systems Oberthur Philips S1 Corporation Samsung SAP Sega Setec Siemens AG Sonera Sony Staffware Sun Microsystems Sungard Telefonica Moviles Teleperformance Thales Thus Unisys Vivendi 89% of our clients use Datamonitor research to develop competitive intelligence Source: Datamonitor Customer Research

6 Datamonitor's Contact Centers Outsourcing and Services Strategic Planning Program (SPP) is a tailored, continuous advisory service combining a number of information sources. Interested in this topic? The emergence of service bureaus in developing markets, which provide high quality labor at low costs, is changing the customer relationship outsourcing market significantly. This SPP provides analysis of global call center and eservices outsourcing in both developed and developing markets. The service identifies business planning and development opportunities by tracking the number of outsourced call centers and agent positions by vertical market globally and regionally. Call Center Outsourcing in Latin America and the Caribbean to 2008 Covers developments in the Latin American call center market, tracking the market by country and vertical with an additional focus on domestic and offshore outsourcing Published: May-04 Product code: DMTC0975 Other reports available in this series Vertical Guide to Call Centers in EMEA Complete analysis of the call center outsourcing industry across EMEA, with emphasis on vertical markets, size bands, and competitive issues within each region Published: Apr-04 Product code: DMTC0965 Workforce Optimization Technologies in Contact Centers Datamonitor's complete market update covering the workforce optimization technologies market Published: Mar-04 Product code: DMTC0988 Opportunities in North American Call Center Markets to 2007 Quantifies the number and growth rate of call centers in North America, including the US and Canada Published: Jan-03 Product code: DMTC0860 Enterprise Integration, Portals and Web Services 2003 Analysis and quantification of the evolving and highly competitive markets for integration, portals and web services technology Published: Dec-02 Product code: DMTC0865 For more information on reports and briefs go to: Subscribe to Monitor A monthly update of Datamonitor's new products, delivered to you by . monitor@datamonitor.com

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