Contact Centre

Self-Service and Automation

Self-service in contact centres continues to grow as many organisations see the potential cost savings. For simple and repetitive tasks, such as account balances, meter readings and ticket bookings, self-service works for both customer and business, as there's never a queue.

Of course, not all calls are suitable for self-service but it is estimated that approximately a third of inbound calls would suit self-service. However companies need to make sure that it not over used as this could frustrate customers and severely damage a brand. Working with a partner like ONI can help you review your contact centre strategy and identify where and if self-service is right for your business and the potential benefits that it could deliver.