Call Centre SMS Solutions

Absolutely. UK call centres using SMS see 30-40% reduction in inbound calls because customers get instant answers to simple queries. Web chat automation now handles 50% of enquiries, and SMS works similarly but with even higher engagement rates. Customers prefer texting for quick issues like account checks, appointment changes, and status updates. This leaves your phone lines free for complex matters that genuinely need human conversation.

Start small with specific use cases like appointment reminders or queue management. The average cost of an inbound call is now £6.55, so even handling 20% of queries via SMS creates immediate savings. Clerk Chat integrates with your existing systems, so agents use the same interface. Roll out gradually - perhaps billing queries first, then technical support. Your team learns alongside customers, making the transition smooth and manageable.

Yes, significantly. 74% of contact centre agents face burnout risk, with 96% reporting acute stress weekly. SMS reduces the pressure because agents aren't stuck in real-time conversations with frustrated customers waiting on hold. They can research answers properly, consult colleagues, and respond thoughtfully. The variety also helps - mixing SMS conversations with voice calls breaks up the monotony that contributes to stress.

Clerk Chat handles all UK SMS compliance automatically, including GDPR, PECR, and opt-out mechanisms. We're designed for regulated industries and understand the importance of secure customer communications. All messages are encrypted, logged, and archived according to your industry requirements. Your compliance team can audit everything, and customers always have clear opt-out options without affecting their main service.

95% of SMS messages are opened within 3 minutes, and customers expect responses within 90 seconds for simple queries. Clerk Chat's AI handles immediate acknowledgments and can resolve basic issues instantly. For queries needing human attention, agents can respond within minutes rather than the current industry average of 120 seconds wait time. This speed dramatically improves customer satisfaction while reducing pressure on your team.

Clerk Chat integrates seamlessly with major platforms including Microsoft Teams, Salesforce, and most CRM systems. Your agents see SMS conversations alongside call logs and customer history. We support VoIP integration too, so customers can escalate from SMS to voice calls when needed. The beauty is that you keep your current setup while adding SMS as another channel - no expensive replacements or lengthy implementations required.