Call, text, or chat? If you’re like a growing number of people these days, your answer might be anything other than the first option.
While the vast majority of the population in countries like the United States and the UK own a cell phone - 96%, as of June 2019 - an ever-increasing number of those people opt out of phone calls. 81% of the population in these same areas own smartphones. Nearly one in four of these smartphone users say they rarely or never use their phone for actual phone calls. Instead, they opt for text messaging services or instant messaging applications.
Where does this decline in phone call preference leave the call center? Some experts fear that it might mean the imminent death of the industry. However, most agree that it simply means adaptation is needed. Here’s how your facility can evolve along with the trend toward less phone usage by consumers. (Here’s a hint: It involves call center channel alternatives!)