A new research by Datamonitor suggests speech-enabled self-service technology is set for call center growth.
Recent Datamonitor studies have shown scope for businesses to reduce costs, improve bottom line results and increase customer satisfaction through the use of speech automation. Numerous large enterprises have already implemented speech-enabled self-service solutions and are benchmarking significant cost savings and improved customer service levels. As the early adopter companies exhibit tangible success with speech-enabled self-service, other companies will follow suit. This is leading to a greater uptake of speech solutions as the market awareness and visibility of speech recognition technology increases.
Businesses that already have offshore call centers, meanwhile, can look to drive greater cost savings by implementing speech-enabled self-service solutions. In a call center, where 95% of communication occurs over the phone, speech automation will present a viable long-term alternative to offshore call center agents. When compared to one handled in the domestic market, a call center in an offshore location, like India, saves a US company approximately 25%-35% per transaction. However, a call serviced through speech automation costs approximately 15%-25% of the cost of a call handled by an agent in India.
The popular offshore call center markets, such as India and the Philippines, are rapidly maturing resulting in increasing wages and higher turnover rates. This is likely to nullify labor arbitrage benefits and thus decrease the value proposition for businesses to open an offshore call center. This has led to a sharpened focus among enterprises on improving and automating phone-based transactions through speech recognition technology.
While the offshore call center movement will continue through 2008, businesses are likely to evaluate the areas in customer relationship management where they can automate with speech technology. Companies that have offshore call center operations can further reduce costs with speech, but companies that are looking to expand offshore may find more overall value by staying onshore and implementing a speech self-service solution.
Source: Datamonitor
2004-11-29
Em Foco – Empresa