Australians would rather deal with a decent speech recognition system than an offshore call center agent, typically based in India or another part of Asia.
Speech recognition technology has matured to a stage where it can be used to increase the efficiency of a call center and provide a better customer experience, according to research from Callcentres.net.
Catriona Wallace, director of Callcentres, told ZDNet Australia that according to a recent survey carried out by her firm, of 500 Australians asked if they minded speaking with an offshore call center agent, 67 percent said they did.
Speech recognition technology has matured to a stage where it can be used to increase the efficiency of a call center and provide a better customer experience, according to research from Callcentres.net.
Catriona Wallace, director of Callcentres, told ZDNet Australia that according to a recent survey carried out by her firm, of 500 Australians asked if they minded speaking with an offshore call center agent, 67 percent said they did.
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