Académique Documents
Professionnel Documents
Culture Documents
com/blog/performanceoptimization-2/40-stats-shaping-the-future-of-contactcenters
Customer Experience
1) Even in a negative economy, customer experience is a high priority for consumers, with 60% often
or always paying more for a better experience. (Source: Harris Interactive) Tweet This Stat!
2) 86% of consumers quit doing business with a company because of a bad customer experience, up
from 59% 4 years ago. (Source: Harris Interactive) Tweet This Stat!
3) 89% of consumers began doing business with a competitor following a poor customer experience.
(Source: Harris Interactive) Tweet This Stat!
4) 59% will try a new brand or company for a better service experience. (Source: American
Express) Tweet This Stat!
5) The top three drivers for investing in customer experience management are:
8) US contact centers spend $12.4 billion annually verifying the caller is who they say they are. 59%
of calls require identity verification, but only 3% of these are handled entirely through automated
processes. (Source: ContactBabel) Tweet This Stat!
9) The IVR accounts for an astounding 27% of the total call experience. However, only 7% of
organizations currently offer an IVR solution that delivers a better experience (CSAT) than their live
agent experience. (Source: JD Power & Associates) Tweet This Stat!
At-Home Agents
10) There are an estimated 3 million Americans who work primarily from home today, an increase of
61% since 2005. (Source: Forrester) Tweet This Stat!
11) An estimated 60% of contact centers utilize home agents today in some capacity and the forecast
is 80% by year-end 2013. (Source: Customer Contact Strategies) Tweet This Stat!
12) More than half of the contact centers in the U.S. today, 53% have some percentage of their agent
population functioning from a home office. More than 70% of those currently supporting at-home
agents plan on increasing the number of their at-home agents in 2013. (Source: National Association
of Call Centers) Tweet This Stat!
13) Ovum expects the number of home-based customer service agents to grow at a compounded
annual growth rate of 36.4%, one of the strongest expansion levels of any outsourcing market subsegment. (Source: Ovum) Tweet This Stat!
14) By 2016, 63 million Americans will telecommute. (Source: Global Workplace Analytics) Tweet
This Stat!
What these
Home Working Stats Say about the Future of Contact
Centers
Working from home is becoming an increasingly common practice quite possibly the single biggest
phenomenon changing the customer contact landscape in over a decade. Telecommuting offers
employees a flexible schedule and higher job satisfaction rate. Without the limits of geography,
employers benefit from the ability to cherry pick candidates from a vast labor pool beyond the
confined radius of a brick-and-mortar facility. Consequently, more and more companies are hiring athome agents, but this means they need a way to monitor the performance and productivity of the
agents.
To learn more about best practices for implementing a successful at-home agent program, download
your complimentary white paper on Call Center At-Home Agent Best Practices, authored by analyst
firm DMG Consulting, and consider attending one of Michele Rowans world-class At-Home Agent
Strategies for Success Workshops. As the former VP of Performance Management at Hilton, Michele
led the expansion of the Hilton@Home program from 200 to 1000 at-home agents, and has since
helped hundreds of other organizations successfully deploy home working programs.
(Source: Good to Great: Rapid Results with Real-time Performance Management, A Saddletree
Research Paper, 2012) Read the full benchmark research report. Tweet This Stat!
18) 60% of all repeat calls are process or training driven business processes are not in place to
meet the customers need, and agents have not been given the training required to meet the
customer expectations that have been set by marketing or elsewhere in the business. (Source: Frost
& Sullivan) Tweet This Stat!
19) Organizations that focus on frequent training see advantages in first call resolution - 65% vs. 58%
for those who don't. (Source: Parature) Tweet This Stat!
20) Only 31% of organizations recognize and reward employees across the company for improving
customer experience. (Source: Forrester Research) Tweet This Stat!
Multi-Channel
21) Contact channels other than the phone, such as email, Web self-service, chat, and other online
techniques, now account for more than 30 percent of customer service engagements. Web selfservice and email dominate this mix. (Source: CFI Group) Tweet This Stat!
22) 25% of consumers utilize one to two channels when seeking customer care and 52% of
consumers utilize three or four channels. (Source: Ovum) Tweet This Stat!
23) 57% best in class companies measure support center success across email, chat, web, and
voice, and 62% use integrated voice response (IVR). (Source: Aberdeen Group) Tweet This Stat!
24) In the US, 21% of online shoppers prefer live chat, close to the same number as those who favor
using the telephone (23%) and ahead of social media (2%). Email remains the most popular method
for online shoppers to communicate with customer services, with 54% saying they prefer this method.
(Source: BoldChat ) Tweet This Stat!
25) 60% of adults aged 2529 live in households with only wireless telephones. (Source: Centers for
Disease Control) Tweet This Stat!
Social Media
31) More than 50% of Facebook users and 80% of Twitter users expect a response to a customer
service inquiry in a day or less.(Source: Oracle) Tweet This Stat!
32) Failure to respond via social channels can lead to up to a 15% increase in churn rate for existing
customers. (Source: Gartner) Tweet This Stat!
33) 56% of customer tweets to companies are being ignored. (Source: Huffington Post 100
Fascinating Social Media Statistics and Figures from 2012 ) Tweet This Stat!
34) 19% of consumers who had unsatisfactory service interactions shared their experiences through
social networks in 2010, a 50% increase over 2009. (Source: Forrester) Tweet This Stat!
35) Customers who wrote about their contact center experiences on social media sites and then
received follow-up from the company rated their overall satisfaction with the contact center experience
nearly 20%higher and are 15% more likely to recommend the company than those who received no
follow-up. (Source: CFI Group) Tweet This Stat!
36) Servicing via social media boosts customer satisfaction by 15-20%. (Source: CFI Group) Tweet
This Stat!
37) 80% of users prefer to connect with brands on Facebook. (Source: Huffington Post) Tweet This
Stat!
What these
Social Media Stats Say about the Future of Contact
Centers
Social Media has had a huge impact on the future of the contact center industry. After interacting with
your company, a customer can immediately vent theirfrustrations or share their positive experiences
with the click of a button. This is why customer service you provide is more important than ever
before. Additionally, since word now travels so fast, companies can lose business opportunities if they
dont regularly respond to their customers requests and comments on social media sites such as
Facebook, Twitter, Linkedin, blogs and others. With the advent of Social Media, QA is becoming more
important than ever before as it takes just seconds for a customer to rave about or complain and bash
a brand to thousands.
Cloud Computing
38) By the end of 2015 more than 18 percent of contact center seats will be delivered by cloud-based
contact center infrastructure providers. (Source: DMG Consulting) Tweet This Stat!
39) At year-end 2016, more than 50 percent of Global 1000 companies will have stored customersensitive data in the public cloud. (Source: Gartner Predicts) Tweet This Stat!
40) 57% of cloud computing users feel that it actually increased their security when compared to
traditional methods for computing and data back up. (Source: Mimecast) Tweet This Stat!
Like many contact center applications, workforce optimization applications including call recording,
quality monitoring, performance management and E-learning solutions are now available via leading
cloud-based contact center infrastructure providers.