Released on = August 21, 2007, 2:18 am

Press Release Author = Vicorp

Industry =

Press Release Summary = UK adults are embracing self service in the call centre when
querying services and buying products, according to new research conducted for
Vicorp, an advanced voice solutions provider

Press Release Body = UK adults are embracing self service in the call centre when
querying services and buying products, according to new research conducted for
Vicorp, an advanced voice solutions provider. Over half of UK adults are willing to
use an automated service, with twenty two per cent preferring to use the self
service option immediately rather than going to a live agent. Buying cinema tickets
was the most popular use of automation, with 56 per cent. Checking bank balances
came in second place with 52 per cent, followed by paying bills at 48 per cent.
Surprisingly, 40 per cent of us are willing to use automation to check delivery
times.

However, people still want to talk to somebody if their day-to-day lives are being
inconvenienced, or if something is likely to cost them money. Technical issues
appear to be the biggest bugbear. Nearly a third of those questioned were willing
to stay on the phone for as long as it takes to solve problems, such as not having
Internet access or losing the TV satellite signal. Resolving a gas bill and booking
a holiday are the next things that are most likely to keep us on the phone, with 28
per cent and 27 per cent respectively. However, only 18 per cent were willing to
wait as long as it takes to purchase their car insurance.

Where you come from in the UK also has a bearing on how long you are willing to
spend on the phone, with the North East winning hands down. When calling about a
technical issue, 45 per cent of residents in the North East are prepared to spend as
long as it takes to resolve the issue, compared to just 20 per cent of Scots.
Similarly, 41 per cent from the North East were willing to stay on the phone for as
long as it takes to query a gas bill, compared to 16 per cent of Scots.

The survey also revealed a surprising generation gap when it comes to queuing.
Contrary to popular belief, the 18-24 age group is the most tolerant - waiting up to
16 minutes in a call centre queue. For the 25-34 age group, the waiting time drops
to 13 minutes, whereas the 65 plus age group were only willing to wait for nine
minutes. On average, 18 - 24 year olds queued for 60 per cent longer than those
aged 65 plus and, when booking concert tickets, this differential doubles.

Call centre queuing can be an emotional rollercoaster, but the overwhelming dislike
showed by 61 per cent of the respondents, is not knowing how much longer they have
to wait. Nearly half of those questioned ranked repetitive announcements and having
to restate account information given earlier in the call in joint second place.

Lee Cottle, chief operating officer at Vicorp, commented: "As the call centre is
often the first point of contact between an organisation and its customers, every
effort needs to be made to improve the experience for both customers and staff.
Organisations have to get the balance right and if automation is the preferred
option to keep customers happy then it creates a win-win situation. Call centre
employees can avoid dealing with mundane, repetitive queries, which ensures that
motivation levels remain high and staff turnover is reduced. And for customers,
their queries and needs can be met in a hassle-free manner in a timeframe that they
control."

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Editor's Notes: The survey was conducted amongst 1,000 UK adults by ICM Research and
the findings were analysed by Contact Babel on behalf of Vicorp Ltd. To view the
survey findings, please go to www.vicorp.com


Web Site = http://www.vicorp.com

Contact Details = Lucy Wimmer
lwimmer@lighthousepr.com