Many consumers avoid using speech automated systems when calling customer call centres and prefer to use the Internet as their first port of call. In fact, one-third of consumers surveyed struggle to see any benefits to using an automated contact centre service, representing a rise on last year’s figures.
Most consumers also believe companies only use automated services in their contact centres to save money. Furthermore, two in five people claim they are unhappy with the automated systems’ ability to deal with queries.
These are some of the highlights of the 2009 Alignment Index for Speech Self-Service report releasedby Dimension Data in conjunction with Cisco, and Microsoft subsidiary, Tellme Networks Inc.
The report, which compares and measures consumer, vendor and enterprise perceptions of speech systems, reveals that of 2,000 consumers polled across six countries* some 40% - up from 36% in 2008 - said they avoid using speech systems “whenever possible”, while 50% said they use the Internet as their first choice for interacting with a business or organisation.
And with only 25% of consumers saying they would be happy to use speech solutions again, organisations are not winning their hearts and minds.
When using automated systems, over a third of consumers that were polled are most frustrated when a human agent requests they repeat themselves after they’ve already provided information to the automated system. And 19% of consumers say that they are most annoyed when the system doesn’t recognise what they’ve said.
On the other hand, companies that have deployed speech recognition are fairly optimistic about the long-term viability of such systems for customer service. They believe the path to improving customer satisfaction with speech recognition lies in making it easier for consumers to use the systems.
Looking at consumer behaviours, the report statistics indicate that attitudes toward customer service among the younger age groups are changing. Over half of consumers between the ages of 16 and 34 use an online channel for their customer service needs, and this will continue to place more pressure on companies to design customer service solutions that provide choice, accuracy and speed.