Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

TRAINING IN CONTACT CENTERS

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

Top Contact Center Industry Benchmarks - GCS - ContactCenterWorld.com Blog

Top Contact Center Industry Benchmarks

    “If you know the enemy and know yourself, you need not fear the results of a hundred battles.” – Sun Tzu

One of the most effective ways to determine how your contact center’s performance stacks up against other providers in your industry is to benchmark. Many enterprises are satisfied when their contact center meets goals that are set internally, and that works to a point. But, the picture can get less than rosy when goals achieved in a vacuum are compared to companies who benchmark against contact center industry standards.

One of the industry leading benchmarking and research firms is Benchmark Portal. In the mid-nineties they conducted the first scientific, industry-wide benchmark study, and achieved a U.S. Patent for their standard-setting methodology. As recipients of their 2015 “Best Contact Center in North America” award, we are committed to upholding the industry through the use and promotion of highly functional and relevant benchmarking tools.

Benchmarking can power up your business intelligence in several ways. Here, according to Benchmark Portal, are seven positive impacts that benchmarking can have on your center (in no particular order):

  1. Greater data driven visibility into operations
  2. Apples-to-apples comparisons with competitors
  3. Pinpointing performance gaps
  4. Linking performance gaps to processes needing improvement
  5. Examining customer satisfaction
  6. Identifying and measuring improvement changes
  7. Increasing company value with measurable, returns on investments

Now that we can see the benefits of benchmarking, let’s consider one of the hottest metrics that nearly all companies are laser-focused on: customer experience (CX). “The metrics your center embraces have an impact on the customer experience that simply can’t be ignored,” says the International Customer Management Institute (ICMI). “Of course, not every metric can be completely customer-centric – there are operations costs and business needs that must also be considered – focusing strictly on straight productivity metrics and managing a contact center primarily as a cost center simply is no longer feasible.”

In Dimension Data’s 2016 Global Contact Centre Benchmarking Report, researchers asked 1,320 contact center professionals from 81 countries and 14 industries what they felt were the most important key metrics to measure. Over 77% of the respondents said that CX is their most important strategic performance measurement. Over 85% recognized CX as a competitive differentiator, and reported that positive CX increased revenue/profits. Over 82% reported cost reductions because of bettering their CX efforts.

On the operations side, their findings reveal first call resolution (FCR) rates remain the coin of the realm. Agents are keeping their sights trained on FCR and productivity measurements, with CX coming in as their third greatest priority. Participants identified ease of resolution as the top operational factor that impacts C-SAT rates.

An interesting thing to note here is that, although there is a greater focus today on the all-around experience a customer has with a contact center, the metrics that mattered most five years ago, still matter most today. Again, let’s turn to the ICMI for their take on the matter.



First call resolution (FCR) is still the number one killer KPI

 

High FCR rates keep callbacks down and lower costs, keep your customers from defecting to the competition, and help to keep your agents productive and confident. All that said, however, FCR does have a CX-related drawback: it lacks the customer’s perspective on the interaction. “It’s important to let the customer tell you if their issue has been resolved, whether through real-time or near-real-time customer feedback channels, such as post-call IVR surveys, online surveys, live surveys or immediate email-based surveys,” says ICMI.

Service level & response time remain essential metrics

 

They’re the bedrock of your budgeting and planning initiatives, but setting and meeting clear objectives are a necessity. It’s not enough to set high goals for your center; what matters is how often your center meets those goals every day. And there’s more: “Don’t be lulled into thinking solid performance here is the only thing to watch. A center can achieve its objectives, yet still be wasting resources, creating extra work and providing poor quality.”

You’ll always have to make the trains run on time

 

Adherence to scheduling is even more important today, but its interpretation has shifted. Centers have learned to focus on those things agents can control, rather than dinging them for what they can’t – customer response and interaction. “The good news is that when placing a stronger emphasis on adherence to schedule by having agents in the right places at the right times, things like average handle time and calls per hour tend to take care of themselves. That is assuming the center has taken time to provide agents with adequate training and a quality mindset, and that the center has done a decent job of forecasting and scheduling.”

Forecast accurately or perish

 

We’ll let the ICMI lecture you on this one. “Underestimating demand leads to understaffing. This, in turn, leads to long wait times in queues, frustrated customers, burned-out agents and high toll-free costs (due not only to the long hold times, but also to the longer call times that might result from dedicating a portion of the call to caller complaints about hold times). However, overestimating demand results in waste, overstaffing and increased idle time.”

Automation will continue to make self-service accessibility a top priority

 

Many enterprises expend lots of energy trying to move customers out of the live agent interaction space, most commonly to interactive web apps and IVR. Well-trained agents are freed up to handle complex issues, and implementing successful self-service channels has been shown to increase efficiency while keeping costs down. But it is necessary to follow the customer after the self-service actions are completed. “Leading contact centers gauge not only how many customers begin self-service transactions via IVR and the Web, but also how many complete those transactions without live-agent assistance.”

Contact quality matters

 

“Top centers track contact quality as a high-level, center-wide metric, as well as an individual agent performance measure,” says ICMI. This is where training and reinforcement of soft skills come into play. Here are some of ICMI’s top quality criteria, directly from the source:

  • Use of appropriate greetings and other call scripts
  • Courtesy and professionalism
  • Capturing key customer data
  • Providing customers with correct and relevant information
  • First-contact resolution
  • Accuracy in data entry and call coding
  • Grammar and spelling in text communication (email and chat)

At GCS, we know that using the right metrics in the right way will deliver consistent and impressive results. To that end, we’ve developed a brand new 10-Point Contact Center Improvement Tool to help you identify the most meaningful areas of improvement for your center. Not ideas for any center or every center – your center. That’s something that out-of-the-box or bolt-on improvement solutions can’t do.

The same thing goes for generic advice on which KPIs to measure; tracking every single indicator will give you plenty of data to analyze, whether or not it applies to your specific goals. Our methodology puts a spotlight on the weaknesses and inefficiencies in your processes. We are process-centric because it works.

Great processes will transform your out-of-shape center and deliver consistent performance at the lowest cost. Our 10 Point Improvement Tool will form a foundation for excellence in your contact center, and you can start working with it right now. Are you ready to reshape your center’s processes and reap lasting, measurable benefits? Let GCS show you how.

Source: https://gcsagents.com/2017/02/top-contact-center-industry-benchmarks/

Publish Date: February 1, 2017 5:00 AM


2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003
 



View more from GCS

Recent Blog Posts:
Contact Center Best Practices: 10 Areas of FocusFebruary 15, 2017 5:00 AM
Top Contact Center Industry BenchmarksFebruary 1, 2017 5:00 AM
How to Develop a Contact Center Improvement PlanJanuary 19, 2017 5:00 AM
Five Contact Center Trends to Follow in 2017January 4, 2017 5:00 AM
Call Center Outsourcing Services: How to Choose the Right Contact Center VendorDecember 8, 2016 5:00 AM
16 ROI-Proven Ways a Consultant Can Help Your Call CenterNovember 11, 2016 5:00 AM
Five Things to Ask a Contact Center Vendor Before Hiring ThemOctober 13, 2016 5:00 AM
Five Ways A Consultant Can Help Fix Your Contact CenterSeptember 9, 2016 5:00 AM
How Does Your Contact Center Vendor Measure Up?August 17, 2016 5:00 AM
Interpersonal Skills Training for Contact Center RepresentativesJuly 27, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8847 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =