93%
The Phone-Paid Services Authority is the regulator for premium rate phone services.
The PSA is a small organisation with 45 staff and budget of less than £4m, but it seems to be achieving an incredibly high rate of customer contact self-service (93%) – especially when many of the people contacting the PSA are likely to be confused or distressed by high call charges.
Whether you buy into the sometimes frenzied and customer-contemptuous mantras of contact avoidance and deflection or not, the PSA is achieving self-service rates that would be the envy of lots of massive corporates.
Maybe the PSA should start to offer consultancy services….
