Call centre automation could save economy £23bn a year

I don't even need to think about this heading in order to come to conclusion it could very well be true. Call Centre automation technology has the ability to rip out upto 95% of the costs of conducting contact centre transactions, and yet it has been deployed and designed so badly in the past that it is almost universally hated by everyone. Almost everyone has a tale of woe about a bad voice self-service experience and it's even de rigeur for comedians to make fun of it.

When I saw Kevin Bridges at the Edinburgh festival this year, he was at it regarding a cinema booking line. (Which incidentally does have a fundamental flaw that I spoke about at a conference almost 10 years ago, and it hasn't been improved). It's exactly this kind of lip service to good design that needs to be challenged. And there's no excuse not to do so, and do so well, when the savings can be so high.

For what it's worth, I think Gartner are totally wrong on this one. The technology is absolutely mature enough for the big time - what isn't mature enough is the commitment to user-centric design rather than cost-oriented and departmentally siloed project mentality.

Here's some of the article:

In an interview with Computing, local government CIO Jos Creese said local authorities should be looking to move as many services as possible into self-service. However, a report from Gartner last month argued that the technology was not yet sophisticated enough, and that self-service struggles to solve more than one eighth of IT problems.

A step towards self-service, at least from the perspective of the consumer, is call centre automation.

A study released yesterday and carried out by the Centre for Economics and Business Research estimates that UK organisations and consumers could save more than £23bn a year by reducing inefficiencies in public and private sector call centres using call automation technology.

The study, called The Economics of Call Automation, said firms could recoup £14.8bn through call centre automation, and consumers could save £8.3bn a year through not being put on hold at call centres.

The potential public sector gains rise to £13bn per year if increased call automation is applied across doctors' surgeries, universities and government departments, as well as call centres.

[source]