Self service is the process of replacing live call centre agents with automated system in order to service a company's customers. Self service normally takes place by the use of internet based systems and/or phone based automated systems.
Self-service is generally considered very unpopular with customers and received very low approval ratings in our call centre survey. The results for self service were even lower than for offshore call centre agents
The adoption of such systems has been growing over the last decade particularly with greater adoption of the internet as a medium for servicing customers. For some aspects, self-service has not been controversial at all. For example, whereas 15 years ago, almost all people would order a flight either through a travel agent or a call centre, self-service through the internet is now the primary method for such a purchase especially in developed countries. Self service is far more controversial with servicing customers where they have a problem. Many companies have over-automated their operations to restrict a customer's ability to interact with a live agent which has proved to be particularly unpopular with customers.
The cost of self-service has also proved to be a burden which has therefore limited the adoption of self service primarily to larger companies who experience high call volumes. In these cases, the high set up and management costs can be absorbed through the reduction in cost of live call centre agents.
I assist companies in developing self-self strategies and I even map out the entire processes to map sure it is done correctly. Please email me email@example.com if you would like help in these matters.