Vous êtes sur la page 1sur 8

http://blog.vpi-corp.

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:

Improve customer retention (42 %)

Improve customer satisfaction (33 %)

Increase cross-selling and up-selling (32 %)


(Source: Aberdeen) Tweet This Stat!

What These Customer


Service Statistics Say about the Future of Contact Centers
These stats make it clear. Your companys customer service simply cant be ignored. Customers are
choosier and more discerning than ever before. If you neglect the quality of your customer service you
will lose key customers to your competitors. Interestingly, these customers are actually willing to pay
more for better service and a superior experience.

Self-Service and Call Automation


6) By 2020, the customer will manage 85% of the relationship with an enterprise without interacting
with a human. (Source: Gartner) Tweet This Stat!
7) The number of consumers preferring automated self-service has doubled to 55% in the last five
years. (Source: Convergys) Tweet This Stat!

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!

What These Self-Service Stats Say about the


Future of Contact Centers
Self-service is growing by the minute. Your customers preferences are rapidly changing. They expect
and demand immediate service and satisfaction. These days,regardless of age, gender or occupation,
customers expect almost instant gratification when it comes to customer service they have tools at
their fingertips that provide constant and immediate communication. They dont want to have to wait
on hold and they dont want to have to repeat their information. Can you live up to their expectations?
Its crucial to adapt to your customers self-service needs or you may be left behind.
Artificial Intelligence is now being applied to self-service to make it smarter, faster and better. To learn
more about the next generation in voice self-service Virtual Call Agents powered by Artificial
Intelligence watch this short video and listen to these virtual agent call audio samples.

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.

Quality and Performance Management


15) Only 31% of organizations closely monitor the quality of interactions with target customers.
(Source: Forrester Research) Tweet This Stat!
16) Two-thirds of organizations view access to real-time or nearly real-time metrics is a very important
capability. However, very few companies (8%) receive their metrics as soon as they are generated.
Fewer than one-fifth (18%) receive them on the same day, while at the remaining companies it can
take up to four weeks for the metrics to be delivered. (Source: Ventana Research) Tweet This Stat!
17) 92% of contact center leaders see high value in sharing metrics in real-time with front-line agents.
The top 5 metrics of greatest value when shared in real-time with agents are # of calls in queue,
service level, customer satisfaction, schedule adherence, and first contact resolution in that order.

(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!

What these Quality and Performance


Management Stats Say about the Future of Contact
Centers
Clearly, these stats show that companies need to pay more attention to agent quality and
performance management in order to maximize the potential of each employee and provide the
training the agents need to be successful.
When empowered with real-time performance metrics and information, front-line agents and
supervisors thrive. The problem is that most contact centers struggle to extract customer insights from
multiple siloed systems and applications that share data. It takes time and resources to produce
spreadsheets and reports that have already become stale and outdated by the time they're delivered.
Fortunately, with the availability of Real-time Performance Management software, the ability to
consolidate metrics from multiple disparate contact center telephony and business applications and
deliver them just-in-time to agents, supervisors and executives has now become an affordable reality.
To get more value from Quality Assurance efforts, its important to re-think your approach to Quality
Assurance (QA). Traditional QA which has been primarily focused on monitoring and improving
internal agent quality and compliance for the past 30 years, is now also being used to uncover
valuable insights to improve business operations and customer satisfaction. The emergence of
workflow automation and embedded analytics with new QA solutions are helping customer facing
organizations around the world reduce the manual steps required by most traditional QA programs by
60 to 80 percent. Better yet, analytics-driven QA takes you straight to what really matters delivering
insight into critical business issues and opportunities to improve customer experience and revenue
outcomes.

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!

What these Multi-Channel Stats Say about the Future of


Contact Centers
Todays contact centers are using many different channels to reach their customers. In this era of
constant, round-the-clock communication, customers expect to be able to interact with a company
through any channel whether via phone, going online or even live Web chat. In addition, an
increasing number of businesses and contact centers are implementing live chat to meet this rising
demand. In addition to being able to evaluate and analyze voice interactions with customers,
organizations need to place equal or greater weight on the ability to assess and extract insights from
self-service, Web chat, email and social media conversations. This leads us into the next major trend
Speech and Text Analytics.

Speech and Text Analytics


26) Currently, there are 3,170 active, successful speech analytics implementations.
(Source: SpeechTech) Tweet This Stat!
27) Speech analytics was one of the top two fastest-growing call center tools in 2012 the adoption of
speech analytics grew by 59% and Web chat jumped by 60%. (Source: ContactBabel) Tweet This
Stat!
28) Speech analytics was among the top five technologies evaluated, with 24 percent saying that they
intended to evaluate it for purchase in 2012. (Source: Saddletree Research) Tweet This Stat!
29) The speech analytics market is projected to continue to expand over the next several years,
growing by 25 percent in 2013 and 20 percent in 2014. (Source: DMG Consulting) Tweet This Stat!
30) Speech analytics solutions are currently in use in 24% of all organizations, predominantly used by
services, outsourcing and finance organizations. There is an appreciable amount of interest in
implementing a new speech analytics system or replacing the one they have within the near future,
especially in the medical sector (45% of companies), insurance sector (54%) and retail (40%).
(Source: ContactBabel) Tweet This Stat!

What these Speech Analytics


Statistics Say about the Future of Contact Centers
These statistics clearly demonstrate that speech analytics may be the fastest growing trend impacting
the future of contact centers today. The possibilities are endless. Speech analytics allows you to
identify calls that can be better handled, helps you improve First Contact Resolution and reduce
customer churn, and enables you to increase sales and collections by sharing best practices.

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!

What these Cloud Computing


Stats Say about the Future of Contact Centers

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.

The Statistics Dont Lie Youve Got to be Prepared for


Change
Youve got to love statistics. When carefully compiled and reliably sourced, they provide clarity and
perspective, enabling us to make better decisions based on facts as opposed to fear and speculation.
In the contact center industry, which can be somewhat tumultuous and unpredictable, its crucial to be
well prepared and proactive. Overall, these statistics prove that the future of contact centers is
changing rapidly. In order to survive and compete, companies must be ready to evolve. Armed with
the right processes and workforce optimization tools, this is very doable.
Where do you see the future of customer service going? Where do you want it to go?
- See more at: http://blog.vpi-corp.com/blog/performance-optimization-2/40-stats-shaping-the-futureof-contact-centers#sthash.o2drr5ZA.dpuf

Vous aimerez peut-être aussi