There’s no denying that great customer service is the lifeblood of any call center. However, making your business shine relies completely on the standards you set. Having a good understanding of industry benchmarks, statistics, and trends allows you to set goals to measure against. Naturally, a successful contact center – or any business for that matter – will aim to exceed those standards.
Don’t be left in the dark! Be known for delivering amazing customer service by understanding these 10 important statistics.
Happy Customers = More Purchases and Less Costs!
- Two-thirds of consumers would be willing to spend more, following an excellent customer service experience. Source: American Expres
- On average, a 1% improvement in First Call Resolution (FCR) will result in a $276,000 reduction in annual operational costs. Source: Bluewolf
The Effects of Multi-Channel and the Customer Experience
- 72% of consumers have a more favorable view of a company if they provide a customer service app. Source: Nuance
- 83% of customers that had a negative experience told at least one other person about it. Source: Maritz
- 62% of consumers have used social media for customer service issues. Source: Zendesk
The Impact of Employee Recognition and Training
- Engaged, knowledgeable employees deliver a better customer experience and close 33% more deals. Source: Bluewolf
- Only 31% of organizations recognize and reward employees across the company for improving the customer experience. Source: Forrester Research
- 65% of organizations that focus on frequent training see advantages in First Call Resolution. Source: Aberdeen Group
The Future is in the Cloud
- By the end of 2016, more than 50% of Global 1000 companies will have stored customer-sensitive data in the cloud. Source: Gartner Predicts
- 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
What do these stats say about the future of the call center? To sum up, it all boils down to the consumer and their experiences with your business. Firstly, train and motivate your agents to resolve calls on the first attempt (and make sure to reward them because of it!). Secondly, be where your customers are and engage them on the channels they prefer. Lastly, stay up-to-date with scalable technology that won’t break the bank!
Free Whitepaper: Top 10 Customer Service Trends for 2013
Use these 10 key trends to help shape your customer service strategy.
You will learn:
- The rise in customer expectations
- The influence from social media
- The impact of vendor consolidation
- Why speed is king
- The shift in customer power
- And 5 more important trends