Contact Centres Have a Poor View of Speech Recognition Technology

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Only 11% of the contact centres we questioned in our poll are currently using Speech Recognition Technology, but the more damning statistic we have found is that seven out of that 11% found the technology to be unreliable.

However, 50% of participants did admit that the technology may have some potential in the future, with only 28% stipulating that they would never use it.

Poll – What do you think of Speech Recognition Technology in your Contact Centre? – answers

We use it, it’s great – 4%
We use it, it’s un-reliable – 7%
We are planning to use it – 11%
It may have some potential in the future – 50%
We would never use it – 28%

Source: Call Centre Helper Webinar Poll – Webinar: 30 NEW Contact Centre Tips Sample size – 111 Date: May 2015

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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