According to the statistics, among 25 job holders in America, one is within the contact center industry. – Isn’t it a little thought-provoking?
What do you think is in store for the contact center’s future? What do you think will happen to the outsourcing industry in 2013? What are the changes they will experience this year and in the near future?
Well, Fusion CX a leader in contact center services shares their list of compelling statistics, which will shape the outlook of the outsourcing world in 2013 and coming years.
Check out the 13 compelling statistics to shape the future of outsourcing –
Self-Service and Call Automation Process
- The number of customers who prefer automated Self-Service has doubled to 55% in the last five years.
- The IVR system accounts for one-third of the total call experience. However, presently, only 7% of them offer a better experience than live agents.
Self-service keeps on growing every minute and changes customer preferences. Customers expect immediate service and satisfaction. Customers in recent years expect instant gratification when it comes to customer service. They are savvy with the tools and provide immediate communication. They are not going to stay on hold. In 2013, you have to live up to their expectations. Employ artificial intelligence to make the self-service smarter and faster!
Customer Service
- In this negative economy, customer experience is the highest priority, and among customers, 60% are ready to pay for a better experience.
- 86% of the customers quit the business for a bad customer experience, 89% shifted to the competitor for poor customer service, and 59% tried a new brand for a better experience.
Three things that you need to improve the outsourcing outlook in 2013 are:
- Cross-selling and up selling – (by 32 %)
- Customer satisfaction – (by 33 %)
- Customer retention – (by 42 %)
You must recognize the customer service and its aspects and pay attention to the quality of your customer service so that you will retain all the critical consumers to your competitors. We at Fusion CX know our key customers who are ready to pay for better service and superior experience. So, we serve them in the best possible way.
Quality and Performance Assessment
- According to Forrester Research, 31% of organizations closely monitor their interactions with their target customers.
- According to the A Saddletree Research Paper, done in 2012, 92% of the contact center leaders see high value in sharing metrics in real-time with the front-line agents.
- According to Forrester Research, Only 31% of the organization gets rewarded for their services across different companies.
Top 5 five metrics shared in real-time, can fetch high values include:
- Calls in Queue
- Customer Satisfaction
- First Contact Resolution
- Service Level
- Schedule Adherence (Not given in order)
These stats show how companies need to pay more attention to agent quality and performance management in 2013 to maximize the potential of their employee. This year, we must employ agents with real-time performance metrics and information. Most of the contact centers in 2012 failed to maintain quality due to less customer insight from multiple siloed systems and applications to share the data.
The deployment of real-time performance management software in 2013 will allow you to consolidate metrics from multiple contact centers and business applications. Another solution is workflow automation and embedded analytics with QA solutions to help customers increase revenues.
Multi-Channel Networks
- Other than the phone, we have other services, such as chatting and web self-service, which account for around 30% of customer service engagements. 25% of the customers seek the help of one or two channels, and 52% use three to four channels.
- In the United States, 21% of online shoppers prefer to have a live chat, 23% use their phone, and most of the crowd prefer to engage through emails, around 54%. (The Bold Chat Group affirms this statistic)
In 2013, the contact centers will use many channels to reach out to their customers as they have to give 24-hour support so that they may consider any channel of communication. For example, several businesses and contact centers are implementing live chat to meet the rising demand.
Social Media
- 50% of Facebook users and 80% of Twitter users expect to get a response to their customer service inquiry within a day. Failure to respond to social media channels can increase the churn rate by 15%.
- Customers since 2009 have been interacting over the social media channels. They can receive follow-up from the company, with a 20% better and brighter contact center experience.
Social media boosts customer satisfaction. Therefore, the contact centers must be fast and interact with the customer immediately or share their positive experience just with a click of a button.
Cloud
- According to DMG Consulting, by 2015, 18% of the contact centers will deliver cloud-based contact center solutions.
- Around 57% of the users feel that cloud computing has increased their security if we compare the traditional methods for computing against the data backup.
Many of the contact centers by 2013 are going to change their call center environment with the use of cloud and finally contribute to the escalation of various processes.
These statistics will not only prove the changing outlook of outsourcing in 2013 but also show what transformations a contact center must achieve to make themselves proactive. Call centers with the right solutions will reap enormous productivity in the future.
