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News Story from Vicorp

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Self-service saves UK contact centres £1.6bn per year

“The UK Contact Centre Operational Review (6th edition - 2008)”, a recent major study of over 200 contact centres carried out by ContactBabel, has found that although only 6.5% of inbound calls are dealt with entirely through self-service, rather than a live contact centre agent, the savings to the UK contact centre industry amount to over £1.6bn per year.

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