TELUS - the future is friendly
top box

Contact an outsourcing expert

bottom box

Upcoming events

  • Currently No Upcoming Events

TELUS International: Chat vs. Voice | white paper

Chat vs. Voice Customer Service | Cost Comparisons

Using chat for both customer service and sales continues to grow as more consumers go online to resolve their issues. At the same time, many customer service leaders have delayed investing in chat because they are unclear of the financial benefit compared to a traditional voice channel.

This paper from TELUS International, a global provider of contact center and BPO solutions, is part the Best Practices for Online Chat series. It examines:

  • How to compare the cost drivers between chat & voice
  • How labor, hiring & training, program management & technology impact chat costs
  • How chat concurrency impacts both cost & quality


Sample Pages

Click to enlarge



Related Research

Best Practices for Online Chat

Resource Center


Share

You are here: