What channels do Belgian companies use to interact with their customers and professional relations? Draft results of survey shows strength of traditional channels (Face to Face and Phone), but emergence of 'New Media'. Full results to be integrated in Belgian Contact Center Benchmark 2013 - Event 14/11/2013

1. 29 May 2013 @ Prosodie/Cap Gemini
BELGIAN CONTACT CENTER BENCHMARK
Workshop Social Media

2. Steering Committee - Sponsors
(C)CALL COMMUNICATIONS & MASS - STRICTLY
CONFIDENTIAL
2
General Assembly - Supporters

4. › Social Media presence & relevancy
› Germany – 41 % presence, 2 % volume (phone 71%) (Strateco-Altitude, 2013)
› UK – 0,7% social media (1,3 % webchat) (phone 73%) (Cactus Research 2013)
› BE – 0,6% social media (1,1% internet) (phone 73,6%) (BCCB 2012)
Social Media – Hype or Reality ?

5. Overall Channel Use – BCCB 2012

6. Survey – Channel Use
› Survey – 1910 records “fresh” > 726 qualified contacts
– Representativity Company Size (>20), Sector (excl. Primary), Province
– 281 full responses
› Error Margin 5,8%
› Q1 : Activities Sales & Marketing channel use
› Q2 : Activities Customer Service
› Q3 : Segmentation
› Q4 : Customer Reach
› Q5 : CC Yes/No
Face to Face %
Phone %
Mail %
WebChat %
Post/fax %
Social Media %
Other %

7. Survey – Channel Use – General

8. Survey – Channel Use – Sales and Marketing

9. Survey – Channel Use – Customer Service

10. Survey – Channel Use – Related to ‘reach’

11. Survey – Channel Use – Related to ‘reach’

12. Survey – Channel Use – Related to Contact Center

13. Social Media in the Contact Center ?

14. CONCLUSION
› Key Findings
– Social Media >2 % of Channel use
› Growing fast
– Customer Service still dominated by Phone
› CustServ. Even more by Phone if contact center
– Top Channel for Sales remains Face-Face
– Social Media presence increases with “reach”
Channel use still dominated by
traditional channels, but ‘New
Media’ emerge