Measuring Approaches to Self-service

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 www.datamonitor.com/technology

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: +44 20 7675 7258 fax: +44 20 7675 7016 email: tcsales@datamonitor.com From Germany: tel: +49 69 9750 3119 fax: +49 69 9750 3320 email: deinfo@datamonitor.com From the US: tel: +1 212 686 7400 fax: +1 212 686 2626 email: usinfo@datamonitor.com From Asia-Pacific: tel: +61 2 9006 1526 fax: +61 2 9006 1559 email: apinfo@datamonitor.com

www.datamonitor.com/technology 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% Email 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 Italye-mail 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 2.6 2.8 3.0 3.2 3.4 3.6 3.8 on the Web, and more Web France and the UK, but are Decrease Increase traffic generates more email strongly negative in Spain. France Datamonitor UK 69 Spain -1.5-1 -0.5 0 0.5 Negative attitude Positive attitude Datamonitor 83 Request more sample pages...for FREE! From Europe: tel: +44 20 7675 7258 fax: +44 20 7675 7016 email: tcsales@datamonitor.com From Germany: tel: +49 69 9750 3119 fax: +49 69 9750 3320 email: deinfo@datamonitor.com From the US: tel: +1 212 686 7400 fax: +1 212 686 2626 email: usinfo@datamonitor.com From Asia-Pacific: tel: +61 2 9006 1526 fax: +61 2 9006 1559 email: apinfo@datamonitor.com

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, 2003-2004 - 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 email 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

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