Infographic: The State of Global Contact Centers
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JUNE: Contact Centers T h e S t a t e o f G l o b al C o n t a c t C e n t e r s 34% outsource more than half their contact centers. Source: Deloitte 31% outsource more than half their agents. Source: Deloitte outsourcing 49% 21% provide sales only 30% provide customer service only provide BOTH sales and service Of these, 78% primarily handle inbound calls, with each interaction lasting an average of 3-4 minutes. Source: Cornell When it comes to delivering a great customer experience global organizations must not only understand geographical nuances like privacy laws and channel preferences of each locale, they must also have a comprehensive readiness plan in place that includes dedicating the necessary resources, establishing training initiatives, and creating expansion plans. This infographic highlights organizations’ readiness levels for deploying a global contact center strategy. Turnover rates average 19% each year. of training. provide 20 days of training. Answer 85% of calls in targeted time. provide 14 days of training. Answer 90% of calls in targeted time. Turnover rates average 25% each year. of training. IN-HOUSE SUPPORT SUBCONTRACTOR SUPPORT Source: Cornell Source: Cornell The majority of global contact centers By Anna Papachristos and Lorri Cosentino 42% of organizations worldwide focus on dedicated resources and capabilites to customer experience in contact center. 62% of organizations worldwide view customer experience as a competitive differentiator in the contact center. Accuracy and quality of information (82%) and ease of interaction (73%) stand as the top priorities across global contact centers. Source: Deloitte Customer Experience
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Transcript of Infographic: The State of Global Contact Centers
JUNE: Contact Centers
The State of Global Contact Centers
34% outsource more than half their contact centers. Source: Deloitte
31% outsource more than half their agents. Source: Deloitte
outsourcing
49%
21%
provide sales only
30%
provide customer service only
provide BOTH sales and service
Of these, 78% primarily handle inbound calls, with each interaction lasting an average of 3-4 minutes. Source: Cornell
When it comes to delivering a great customer experience global organizations must not only understand geographical nuances like privacy laws and channel preferences of each locale, they must also have a comprehensive readiness plan in place that includes dedicating the necessary resources, establishing training initiatives, and creating expansion plans. This infographic highlights organizations’ readiness levels for deploying a global contact center strategy.
Turnover rates average 19% each year. of
training.
provide 20 days of training.
Answer 85% of calls in
targeted time.
provide 14 days of training.
Answer 90% of calls in
targeted time.
Turnover rates average 25%
each year. of training.
IN-HOUSESUPPORT
SUBCONTRACTORSUPPORT
Source: Cornell Source: Cornell
The majority of global contactcenters
By A
nna Pap
achristos and Lorri C
osentino
42% of organizations worldwide focus on dedicated resources and capabilites to customer experience in contact center. 62% of organizations
worldwide view customer experience as a competitive differentiator in the contact center.
Accuracy and quality of information (82%) and ease of interaction (73%) stand as the top priorities across global contact centers. Source: Deloitte
Customer Experience
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