SMS provides cost savings for customer service call center to a bonus


Added: 12-01-2008
Author: Ann All
Category: Mobile Phone SMS 		← Back | ↓ Related | Home →


Some phone users, especially in the hip 18-to-24 years old demographic, it will only forward the text to each other to talk to each other. According to a recent survey of rock radio listeners Jacobs Media conducted by expert advice, 76 percent of phone owners use text services, with 32 percent of texting every day. The number of people to send at least weekly literature has increased by 25 percent since a survey last year.

Radio is to use this report Reuters , The use of text messaging to communicate with the audience, which allows them to request songs, enter contests and take advantage of reklamerbjudanden.

A study of coupon service Cellfire found that younger demographic is also considered that this coupon to receive offer their mobile phone. Different paper coupons, electronic messages better and faster ROI user relationship, agree to some experts interviewed in recent destinationCRM story.

In addition to marketing opportunities, text messages provide a way for contact centers to control costs, said Suzette Bouzane Meadows, Head of Contact Center communications integrator Affiniti. The Company commissioned a recent study has shown that the cost of outgoing calls to rise in England, where they are based Affiniti, as more people use the phone, not a table, as their primary phone.


  • Read the full interview with Bouzane Meadows, ali Sending SMS.



Nineteen percent of outbound calls made to mobile phones, according to the survey, and the number is expected to grow by 28 percent in mid-2008. This is a consequence of charge, said Bouzane pasture, given that the average cost of mobile 8.2 shillings (about U.S. $16.5 U.S. cents) per minute vs. 1.5 shillings (about 3 cents) for minutes for landline calls. Contact centers can not only cut costs by removing at least some text to the message call out, said Bouzane pastures, but also to increase agent productivity by using text messaging to proactively reduce the number of inbound callls. Now send updates to, for example, some customers would mean a call to find out when they receive the goods or services. He says:

ContactBabel (companies that do research) is research that shows that if you look at the budget work within the contact center, 60 percent of the salaries are agents. So if you want to be effective and is the agent of time and prevent inbound call, there are some cost savings there.
Customers also get proactive, said Bouzane fields. The phone immediately provide the same services and personal relationships with owners, they are also suitable for providing such an event-driven communication as a unique delivery of messages or advertisements overdrawn bank account or travel delays. Despite the clear benefits of moving some of their contacts from the middle of a text message asking telecommunications, only 3 percent of all customers are now out of contact occurs through texting. Bouzane Meadows when he expects that number to grow, there are challenges, he said. Centers interested in sending a message to the client, for example, must call first analysis.



That may seem easy, but in many cases there is not a better understanding
that. There hasn t called the break type of analysis that have a clear understanding of where you can make a difference.

Other basic needs, said Bouzane pasture, is to ensure that communication is integrated text other channel contact centers.

We ve seen the e-mail and web, that if this is done as a separate Silo, it can be difficult. So you have a conversation with a client going through e-mail, telephone conversations that happen and now SMS. How do you track all of this happens the flow of communication with customers? The whole relationship is very important. So you need to ensure that solutions are integrated into other channels.




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