04 Jul 2008

The Economist reports the average cost of serving a customer at the Tameside Borough Council in Manchester, Great Britain, is $14.65 ($22.80) for a face-to-face exchange, $1.39 for a single contact through the call center and just $0.25 for self-service on the council's website. Based on these results Telecom Asia predicts an end to face-to-face customer service by the end of '08 - with phone support to follow soon after.

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