14 Reasons Why You Should Recommend a Call Center Job to the Graduate
METRICS THE YOU SHOULD KNOW ABOUT YOURMETRICS CALL CENTER WHY YOU NEED AN EXCELLENT CALL CENTER?...
1
THE ABOUT YOUR CALL CENTER METRICS WHY YOU NEED AN EXCELLENT CALL CENTER? WHAT SHOULD YOU MEASURE? YOU SHOULD KNOW Today’s customers expect greater attention, higher-quality service, and more value for their money than ever before—this calls for a stellar customer service department. of U.S. consumers still prefer to solve their customer service issues using the telephone. Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience. of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not. of consumers who experience poor service with your brand will seek business elsewhere. Live assistance has the highest satisfaction rate, with 69% of customers saying that their questions are fully addressed over the phone. of buying experiences are based on how the customer feels they are being treated. In a recent survey, 86% of customer service decision-makers said that a good service experience is critical to their company’s success. of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago. 86% 89% 90% 70% Although companies have invested in contact center technology to reduce costs and remove frontline human interaction, only 5% of customers “strongly agree” and 30% “strongly disagree” that increased technology has improved service over the last 5 years. of customers will try a new brand or company for a better service experience. 59% of customers are frustrated when a representative does not have immediate access to account information. 84% 26% of organizations closely monitor the quality of interactions with target customers. The top three drivers for investing in customer experience management are: Improving Customer Retention Improving Customer Satisfaction Increasing Cross-selling and Upselling Only 32% 42% 33% • Occupancy Expressed as a Percentage • Abandoned Calls • Calls Answered • Calls Offered • Grade of Service • Average Wait Time • Conversion • Average Call Length Call Center Productivity Can be Measured Through: ∞ Customer Advocacy This provides a structured, automated approach for managing and learning from complaints and compliments. ∞ Call-handling Efficiencies This improves the ability to resolve customer inquiries, track and report results, and proactively prevents issues from occurring in the future. ∞ Organization Design and Workflow This helps the operations teams respond to customer questions with minimal handoffs and within optimal time frames. ∞ Workforce Management Improvements This delivers greater accuracy in forecasting and scheduling occupancy and intraday operations. ∞ Quality and Performance Management This evaluates interactions between customers and employees, so that documented best practices and processes are followed—facilitating higher-quality customer interactions and more effective coaching. For operations that are more customer service or resolution based – you could consider KPIs which will help interpret the level of customer satisfaction with the call. These could include: increase in customer retention has the same effect as decreasing costs by 10%. Reducing your customer defection rate by 5% can increase your profitability by 25-125%. Advanced companies are linking these metrics to call routing so that calls are routed to the agent most-likely to achieve the best outcome from any one call. First Call Resolution (%) Average Age of Query Customer Call Frequency Companies can achieve annual savings of 20%-35% by optimizing contact center operations and targeting high opportunity areas. These areas for call center optimization include: of customers think the option of a call-back is “highly appealing.” of contact centers experienced fewer abandoned calls after call-backs were added. Once these types of metrics have been established, organizations can start to use exception-based reporting on essential KPIs such as first-contact resolution and customer feedback. http://www.callcentrehelper.com/the-best-kpis-to-use-in-your-call-centre-10598.htm http://blog.orecx.com/blog/bid/327554/15-Critical-2013-Call-Center-Management-Statistics http://www.accenture.com/SiteCollectionDocuments/PDF/Accenture_Utilities_ContactCenterOptimization.pdf http://www.fisglobal.com/ucmprdpub/groups/public_searchable/documents/document/C025040.pdf https://fonolo.com/blog/2013/09/17-important-customer-experience-statistics-for-the-call-center/ http://blog.vpi-corp.com/blog/featured/40-stats-shaping-the-future-of-contact-centers/ https://fonolo.com/blog/2012/05/customer-service-statistics/ Sources: 2% 5% 75% 32% Hello, How May I Help You Today? 31%
Transcript of METRICS THE YOU SHOULD KNOW ABOUT YOURMETRICS CALL CENTER WHY YOU NEED AN EXCELLENT CALL CENTER?...
THE
ABOUT YOUR CALL CENTERMETRICS
WHY YOU NEED AN EXCELLENT CALL CENTER? WHAT SHOULD YOU MEASURE?
YOUSHOULD KNOW
Today’s customers expect greater attention, higher-quality service, and more value for their money than ever before—this calls fora stellar customer service department.
of U.S. consumers still prefer to solve their customer service issues using the telephone.
Even in a negative economy, customer
experience is a high priority for
consumers, with 60% often or always
paying more for a better experience.
of consumers responded positively
when asked if they believe customer service centers provide great support, compared to 49% who did not.
of consumers who experience poor service with your brand will seek business elsewhere.
Live assistance has the highest satisfaction rate, with 69% of customers saying that their questions are fully addressed over the phone.
of buying experiences are based on how the customer feels they are being treated.
In a recent survey, 86% of customer servicedecision-makers said that a good service experienceis critical to their company’s success.
of consumers quit doing businesswith a company because of a bad
customer experience,
up from 59% 4 years ago.
86%
89%
90%
70%
Although companies have invested in contactcenter technology to reduce costs and removefrontline human interaction, only 5% of customers“strongly agree” and 30% “strongly disagree” that increased technology has improved service over the last 5 years.
of customers will try a new brand or company for a better
service experience.
59% of customers are frustrated
when a representative does not have immediate access to
account information.
84%
26%
of organizations closely monitor the quality of interactions with target customers.The top three drivers for investing in customer experience management are:
ImprovingCustomerRetention
ImprovingCustomerSatisfaction
Increasing Cross-sellingand Upselling
Only
32% 42% 33%
• Occupancy Expressed as a Percentage • Abandoned Calls • Calls Answered • Calls O�ered • Grade of Service• Average Wait Time • Conversion • Average Call Length
Call Center Productivity Can be Measured Through:
∞ Customer Advocacy This provides a structured, automated approach for managing and learning from complaints and compliments.
∞ Call-handling E�ciencies This improves the ability to resolve customer inquiries, track and report results, and proactively prevents issues from occurring in the future.
∞ Organization Design and Workflow This helps the operations teams respond to customer questions with minimal hando�s and within optimal time frames.
∞ Workforce Management Improvements This delivers greater accuracy in forecasting and scheduling occupancy
and intraday operations.
∞ Quality and Performance Management This evaluates interactions between customers and employees, so that documented
best practices and processes are followed—facilitating higher-quality customer interactions and more e�ective coaching.
For operations that are more customer service or resolution based – you could consider KPIswhich will help interpret the level of customer satisfaction with the call. These could include:
increase in customer retention has the same e�ect as decreasing costs by 10%.
Reducing your customer defection rate by 5% can increase your profitability by 25-125%.
Advanced companies are linking these metrics to call routing so that calls are routed to the agent most-likely to achieve the best outcome from any one call.
First Call Resolution (%) Average Age of Query Customer Call Frequency
Companies can achieve annual savings of 20%-35% by optimizing contact center operations and targeting high opportunity areas. These areas for call center optimization include:
of customers think the option of a call-back is “highly appealing.”
of contact centers experienced fewer abandoned calls after call-backs were added.
Once these types of metrics have been established, organizations can start to use exception-based reporting on essential KPIs such as first-contact resolution and customer feedback.
http://www.callcentrehelper.com/the-best-kpis-to-use-in-your-call-centre-10598.htm http://blog.orecx.com/blog/bid/327554/15-Critical-2013-Call-Center-Management-Statistics
http://www.accenture.com/SiteCollectionDocuments/PDF/Accenture_Utilities_ContactCenterOptimization.pdf
http://www.fisglobal.com/ucmprdpub/groups/public_searchable/documents/document/C025040.pdf
https://fonolo.com/blog/2013/09/17-important-customer-experience-statistics-for-the-call-center/
http://blog.vpi-corp.com/blog/featured/40-stats-shaping-the-future-of-contact-centers/
https://fonolo.com/blog/2012/05/customer-service-statistics/
Sources:
2% 5% 75% 32%
Hello,How May IHelp YouToday?
31%
