Survey Results - Social Media and the impact with the Traditional Call Center Chad McDaniel Feb 2010 www.justcareers.com Feb 2010 - www.justcareers.com.

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Presentation transcript:

Survey Results - Social Media and the impact with the Traditional Call Center Chad McDaniel Feb Feb

Total Number of Responses All Questions answered: 431 (70%) Incomplete Responses: 183 (30%) Feb

Does your company currently provide any customer support for Social Media? (i.e. Twitter, FaceBook, YouTube, Flikr, Digg, Blogs etc). No 173 (41%) Yes 148 (35%) Considering 81 (19%) Do not know 11 (3%) We have no interest 9 (2%) People who answered question: 422 (98%) People who skipped question: 9 (2%) Feb

If answered yes on the previous question, which social media channel have you established a customer response for? Not Applicable 227 (58%) Other 61 (16%) Twitter 35 (9%) FaceBook 33 (8%) Blogs 27 (7%) YouTube 5 (1%) Flikr 1 (<1%) People who answered question: 389 (90%) People who skipped question: 42 (10%) Feb

Do you feel a 1-to-1 relationship is more powerful than creating a relationship via social media? Yes 242 (58%) Not Sure 96 (23%) No 80 (19%) People who answered question: 418 (97%) People who skipped question: 13 (3%) Feb

In creating the most powerful customer experience, do you see your company focused on product branding or service branding today? Service Brand 282 (68%) Product Brand 108 (26%) Not sure 27 (6%) People who answered question: 417 (97%) People who skipped question: 13 (3%) Feb

Do you feel Social Media’s impact will reduce head count in the traditional call center in the next 5 years? No 200 (48%) Yes 140 (34%) Not Sure 77 (18%) People who answered question: 417 (97%) People who skipped question: 14 (3%) Feb

If you answered yes on the previous question "Do you feel Social Media’s impact will reduce head count in the next 5 years in traditional call center", by what % do you see the reduction in headcount Do not know 141 (47%) 10%-20% 62 (21%) Less than 10% 51 (17%) 20%-30% 32 (11%) Greater than 30% 11 (4%) People who answered question: 297 (69%) People who skipped question: 134 (31%) Feb

Do you envision your customer service philosophy being; Pro-Active or Reactive? Proactive 331 (81%) Reactive 73 (18%) Not sure 7 (2%) People who answered question: 411 (95%) People who skipped question: 20 (5%) Feb

What is your customer service philosophy regarding Social Media? Positive or Negative? Positive 282 (69%) Not Sure 99 (24%) Negative 30 (7%) People who answered question: 411 (95%) People who skipped question: 20 (5%) Feb

Where do you see the role of Social Media in next 5 years? Replacing traditional call center services or enhancing? Enhancing 381 (91%) No change 31 (7%) Replacing 6 (1%) People who answered question: 418 (97%) People who skipped question: 13 (3%) Feb

When it comes to embracing Social media, what do you feel is the best medium? FaceBook 179 (44%) Twitter 97 (24%) Other 92 (23%) YouTube35 (9%) Second Life 5 (1%) People who answered question: 408 (95%) People who skipped question: 23 (5%) Feb

Do you believe consolidation is playing a role in the call center industry in driving Social Media as a new medium of communication? Yes 160 (39%) No 134 (33%) Not sure 112 (28%) People who answered question: 406 (94%) People who skipped question: 25 (6%) Feb

Has your company established procedures regarding how to recruit Millennial age group ( ) in the work force? No 234 (57%) Yes 111 (27%) Not sure 67 (16%) People who answered question: 412 (96%) People who skipped question: 19 (4%) Feb

What is the size of your organization? Under 25 million 192 (47%) 100 million+ 145 (35%) million 40 (10%) million 32 (8%) People who answered question: 409 (95%) People who skipped question: 22 (5%) Feb

What is your role with your current company? Executive 170 (41%) Management 141 (34%) Sales/Marketing 77 (19%) Operations 15 (4%) Administration 10 (2%) People who answered question: 413 (96%) People who skipped question: 19 (4%) Feb