Is Self Service the alternative to offshore?

This may seem a puzzling question but using Self Service with speech recognition can cut the cost of a call by 10% compared to the cost of a call supported by an agent. With most companies’ motivation for moving offshore being cost, this has to be a major alternative.

However, being instantly available 24 hours a day means Self Service in all its forms (speech, Internet etc.) is a key strategy.

Self Service is expanding its role and becoming a much larger part of the contact centre business. Affiniti’s Self Service solutions gives you the chance to provide your customers with superior user experiences, strengthening customer relationships while at the same time achieving consistency and reducing the cost of interactions.

Affiniti can support your organisation with a range of applications that are now possible through automation and speech recognition:

• Automated identification and verification
• Predictive call answer
• Score based routing to ensure the call is routed to the correct agent
• Payment services
• Booking tickets and appointments
• Call steering including postcode routing for the nearest branch
• Corporate directory service driven by speech recognition