Self-service helpdesk improves efficiency, reduces costs, and enhances experience
Dialogtech data shows that from December 2019 to December 2020, call volumes in contact centers worldwide surged, with call volumes in all industries showing year-on-year growth.
However, contact centers find it difficult to handle the surge in calls by adding agents. Hiring more agents to handle the surge means higher costs, and these costs are growing exponentially. However, for contact centers and BPO (Business Process Outsourcing) providers, most customers still expect to maintain previous compensation and pricing models—contact centers must balance compensation and costs to enhance their competitiveness in the recruitment market, while maintaining industry competitiveness with low prices.
The surge in contact center calls and the shortage of agents have led to a growing gap between contact center capacity and call volume.
To alleviate this issue, many BPOs have begun opting for self-service helpdesk solutions to handle the most common call types.
It is reported that in 2021, the top initiative for 80% of customer service leaders was to shift auxiliary services from contact centers to self-service channels, followed by automating customer service processes. Self-service helpdesk solutions are cost-effective, reduce average handling time for incoming calls, and offer significant advantages in the modern market.
During the pandemic, it was not only contact center leaders adopting self-service helpdesk solutions. Customers also needed digital automation.
McKinsey research shows that 75% of people using digital channels for the first time said they would continue using them after life returned to normal. This is largely due to the speed improvement in call handling through digital self-service.
Due to the surge in call volume during the pandemic, the average handling time (AHT) increased from 6 minutes to over 10 minutes. The hang-up rate also rose, from 2% to 5%, or even over 10%. For simple, easily automated call types, such as checking order or account management status, self-service helpdesk solutions can provide results to callers in an average of less than one or two minutes, much faster than traditional IVR and live agent interactions.
In most contact centers, 80% of calls and interactions come from 20% of the same query types. By using call center self-service helpdesk solutions to handle common calls, agents can focus on more complex, empathy-driven interactions, maximizing value through interpersonal skills and expertise. Meanwhile, contact center managers can reduce onboarding pressure, handle high call volumes, and improve customer experience by reducing average handling time.
Tiankeyun was among the first in the industry to implement self-service helpdesk solutions. To achieve full self-service, intelligent, and all-scenario requirements for the service center, Tiankeyun established an IT customer service self-service platform and knowledge base sharing platform for TCL China Star Optoelectronics, improving customer service quality and efficiency, achieving the feat of 20 agents serving 50,000 employees.
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