O2 sees 1 million fewer customers calling a call centre – starts the shift to digital
Interesting news today that UK mobile operator O2 is seeing 1 million fewer customers calling their call centres, so they are investing £50M in more digital services.
Quoting from the press release:
O2 today set out bold plans to re-define its customer service offering to better respond to growing demand from customers wanting to be served by digital means. The company expects this to accelerate with the wider availability of 4G services from this summer.
In parallel to O2 seeing more customer demand for digital interaction, the company has seen a decline in voice calls to customer service – one million fewer per month compared to two years ago. In its place, customers are increasingly opting to interact through digital channels, including social media which has seen an eight fold increase in customer interaction over the last two years.
O2’s existing digital channels have become increasingly popular, with MyO2 being used nine million times a month for customers to check their bill, account and tariff information, allowance data, and to buy more ‘Bolt ons’. Web chat services are used three quarters of a million times every month and over half a million answers per month are given to questions on the O2 Community forum.
If any business needed proof that the digital shift has started – it is here.
Consumers want choice, and increasingly are becoming content with a self-service mode rather than calling a call centre and being placed in a queue and made to wait.
The O2 move is part of a trend to digitise the front office. Expect to see more of this in the coming months.
Social business is taking hold!
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RT @andrewgrill: UK operator @O2 sees 1 million less call centre calls – starts the shift to digital http://t.co/6gzyjLr2m1 #socialbusiness
RT @AndrewGrill: UK operator @O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/KdwekxbSfP #socialbusiness
O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/XF68TA4MOb
RT @AndrewGrill: UK operator @O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/KdwekxbSfP #socialbusiness
London Calling: O2 sees 1 million fewer customers calling a call centre – starts the shift to digital: Interes… http://t.co/vwoyqBSzyv
RT @AndrewGrill: UK operator @O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/KdwekxbSfP #socialbusiness
RT @AndrewGrill: UK operator @O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/KdwekxbSfP #socialbusiness
RT @AndrewGrill: UK operator @O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/KdwekxbSfP #socialbusiness
O2 sees 1m fewer customers calling #cctr – starts the shift to digital http://t.co/MoJ65EhA9m <the transformation is accelerating #custserv
Klinkend voorbeeld van snelle verschuiving van telefonisch naar digitaal klantcontact (via @bsdalton) http://t.co/qwKz4Mb5YP
MT @bsdalton: O2 sees 1m fewer customers calling #cctr – shift to digital http://t.co/io4vzH7PiB <transformation accelerating #custserv
The shift started a couple of years ago, however, only a few companies, such as O2, are clearly recognizing it, seizing the opportunity and making these investments. It’s great to see this kind of leadership! Blog entitled “Unplugging the IVR…” that discusses this topic a little more at http://info.virtualhold.com/blog
The race is on! Here’s a brand that get’s it. http://t.co/jS90NdEITn #custserv #custexp
1 million fewer customers calling a call centre – starts the shift to digital – London Calling social business: http://t.co/Ze6x15wZKd
Interesting article Andrew. I can see this happening to more and more companies in the near future especially in the U.S. market. I know I prefer the ease of social over waiting on a phone. Hertz, for example, are a company who is seeing Twitter growing as a customer service channel http://www.conversocial.com/blog/entry/hertz-using-twitter-to-resolve-customer-complaints
And so the digital shift starts, O2 Sees 1million less customers calling into the contact centre – The future is now http://t.co/Kn8mxmgFWS
“@rfbrazier: O2 sees call volume drop by 1M calls, makes decision to invest in digital channels first. http://t.co/60MxC3PLF7 #custserv ”
O2 sees 1M fewer customers calling contact center – seeing switch to social media | LondonCalling http://t.co/IN8z9APKTg #custserv #sm #cxp
O2 sees 1 mil fewer customers calling a call centre – starts the shift to digital – London Calling social business: http://t.co/gqs2AFkeb3
RT @tpgoebel: Wow RT @nporte: O2 sees 1M fewer customers calling #cctr per month – seeing switch to #socmed http://t.co/84jIKtx5Mh #custserv #sm #cxp
RT @AndrewGrill: @SilkCharm clearly – the report really surprised me when @O2 is seeing a drop of 1 million customers calling them > http://t.co/KdwekxbSfP
UK telco O2 is investing £50M into digital communication such as #SocialMedia as 1M fewer customers call in http://t.co/qySQ7Tded2
UK telco O2 is investing £50M into digital communication such as #SocialMedia as 1M fewer customers call in http://t.co/5LxptVsOGO
O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/tsIMv2mEy3
RT @AndrewGrill: UK operator @O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/KdwekxbSfP #socialbusiness
Companies like @O2 see the value in digital services http://t.co/i6ouY9veYZ @andrewgrill Perhaps a #virtualagent is in their future?
Interesting transition: 1 million fewer customers call O2 call centre; starts the shift to digital http://t.co/ct55fYoCrY via @AndrewGrill
The way we contact brands is changing – O2 have taken 1m fewer calls than last year, are investing more in digital http://t.co/gISvMKGpLo
RT @AndrewGrill: Rewind: O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/KdwekxbSfP
RT @AndrewGrill: Rewind: O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/KdwekxbSfP
RT @AndrewGrill: Rewind: O2 sees 1 million fewer customers calling a call centre – starts the shift to digital http://t.co/KdwekxbSfP
O2 sees 1 million fewer customers calling a call centre – starts the shift to digital @andrewgrill http://t.co/oonPDduaiM
O2 sees 1 million fewer customers calling a call centre – starts the shift to digital – @AndrewGrill http://t.co/3OE4DKgQRH #socbiz