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4 Customer Service Statistics That Deserve Consideration When Running a Call Center - SelectVoiceCom - ContactCenterWorld.com Blog

4 Customer Service Statistics That Deserve Consideration When Running a Call Center

Delivering great customer service should be your top priority when you’re making business decisions in your call center.

After all, statistics show that keeping customers happy is the key differentiator in running a successful business.

In that same vein, you’d be doing your call center business a big favor by paying attention to all statistics relevant to customer service.


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For one, providing customers a positive experience is part and parcel of your call center’s responsibilities.

Here are four customer service statistics you need to consider if you want your contact center to be successful.

1. “77% of people say that valuing their time is the most important thing a company can do to provide them with good service.” - Forrester

Ideally, customers want quick answers and resolutions upon the first contact so they can get on with their lives. This explains why most call centers place a high premium on lowering abandon rates and AHT (average handling time).

As such, agents should be quick in responding to inquiries and requests. Offering a call back option also allows customers to manage their time better in regards to issues with your product or service.

2. “54% of millennials said they stopped doing business because of poor customer service. Additionally, 50% of Gen Xers and 52% of baby boomers felt the same way.” - Conversion

Millennials are now taking over the workforce, which can only mean that they now have the purchasing power to make business transactions for many years to come. They’re not the next in line; they are already here.

This is why as a business owner, you have to tailor your business strategies with millennials in mind.

That said, recent stats show that millennials are likely to stop doing business with a company because of poor customer service.

In a generation where omnichannel customer engagement is the norm, one thing remains the same: customer service still trumps everything else when it comes to business.

3. Phone/voice is the most frustrating customer service channel

According to a survey made by eMarketer.com, 32% of users say that the phone is the most frustrating customer service channel — that’s more than double the amount of people who said that the company website, live chat service, or email was the most frustrating service channel.

While this may sound discouraging to call center agents, it also bears noting that calls to businesses have significantly increased since the mass adoption of mobile phones, according to a BIA/Kelsey report.

What this means is that while most customers still prefer talking to a human being when making business transactions, the call center industry still has a lot of room for improvement in terms of delivering a positive customer experience.

As a business owner, you’d be doing yourself a favor by treating that discrepancy as an opportunity to set your business apart from your competitors.

4. The #1 most Important factor in customer loyalty is reduction of customer effort - Harvard Business Review

As a customer service provider, it is part of the call center’s responsibility to make things easier for customers.

One of the primary goals of a contact center, after all, is to deliver positive customer experience.

When your call handling practices demand too much from callers, customer frustration becomes all too common.

This, in turn, will significantly reduce the likelihood of repeat business, not to mention that it paints a bad picture of your brand.

There are many ways you can reduce customer effort in the call center, including streamlining your AVR, offering advanced self-service options, using cloud-based services, and eliminating procedures that get in the way of providing good customer service, just to name a few.

Final Word

There are no two ways about it: delivering exemplary customer service remains critical in running a successful call center business.

By paying attention to the key customer service statistics mentioned in this article, you can arrive at actionable insights with which to make meaningful decisions that will strengthen your company’s customer service. This will pay dividends on your company’s bottom line.

Source: https://selectvoicecom.com.au/4-customer-service-statistics-that-deserve-consideration-when-running-a-call-center/

Publish Date: February 14, 2018 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from SelectVoiceCom

Recent Blog Posts:
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