Web chat poised for explosive growth in contact centres

New research published by ContactBabel, the contact centre industry analysts, reveals that UK businesses expect web chat to jump rapidly from a current penetration rate of 14% to 35% within the next 12 months. 

Although web chat between customers and agents accounts for only 0.7% of all inbound traffic to UK contact centres (3% in the technology, media and telecoms sector), 21% of survey respondents expect to implement this customer channel within the next 12 months, with a further 16% saying they are likely to implement this channel after 12 months.

"The UK Contact Centre Decision-Makers' Guide (9th edition - 2011)", is a major study of 208 UK contact centre operations, looking at all areas of contact centre performance, investment, technology, HR and strategy.

The report's author, Steve Morrell, commented: "Considering the potential of web chat, it is very underused by UK businesses, and this enthusiasm is long overdue. Web chat allows a customer or prospect who is using a web site to ask a question seamlessly - through the same medium - without having to move away from what they are doing. 

"Like a phone call, web chat offers a real-time connection to an agent, which email cannot do. Being able to address a customer's concern quickly - such as delivery dates - can make a huge difference to the conversion rate of web-based sales. As the agent is running multiple chat sessions simultaneously, the cost of this type of support can be lower than the phone."