Contact Center Survey Reveals Challenges and Priorities - Strategic Contact - ContactCenterWorld.com Blog
In late 2015, we conducted a simple survey that received input from 277 respondents on two fronts: the biggest challenges today and top priorities for 2016. Participants could identify three of each, with no ranking.
Top 4 Contact Center Challenges:
- High attrition
- Lack of/poor cross-departmental collaboration
- Insufficient self-service (IVR, web, mobile, etc.)
- Inability to achieve service level or ASA
Attrition is an age-old problem in contact centers and may be getting worse as the economy improves and the unemployment rate goes down. Organizational siloes are also an age-old problem, leading to departmental collaboration issues and difficulty advancing self-service initiatives. Regretably, the contact center often has the data to guide sales and customer service improvements but lacks the means to ensure that information gets to and engages critical departments. Moreover, there is often no mechanism to get interdepartmental projects defined and submitted for prioritization, approval, and funding. SL and ASA depends on many factors across people, process, and technology, not to mention adequate budgets.
Top 4 Contact Center Priorities:
- Improve performance management, coaching
- Improve training (amount, content, and/or quality)
- Improve reporting and analytics
- Redesign/improve/automate processes
These priorities align with gaps we see with our clients. The focus on front-line staff probably isn’t about quality and customer satisfaction; it’s about how centers address the top challenge: ATTRITION. High attrition puts pressure on centers to get training right and back it up with consistent and effective coaching. Process improvement and automation makes it easier to train agents and utilize their time wisely.
Differences by Industry
We looked at the top challenges and priorities by industry. The following table provides a brief highlight of these findings. [Note: Ties resulted in more than one listing for top challenge or top priority.]
|Industry||Top Challenge(s)||Top Priority(ies)|
|Financial Services||Attrition||Improve Training|
|Healthcare||Cross-departmental Collaboration||Realign Processes|
|Consumer Products||Self-service||Improve KM|
|Government||Absence rate Performance Tools||Improve Training|
|Professional Services||Service Level Training Support Resources||Cross-departmental Collaboration Realign Skills|
|Telecommunications||Adding New Channels||Improve Training|
|Education/Non-profit||Service Level Performance Tools Desktop Tools Cross-departmental Collaboration||Improve Training|
|Utilities||Attrition||Improve Reporting & Analytics|
|Manufacturing||Tech Budget Support Resources||Improve Training|
We also found differences by size of center, as seen in the following table.
While the challenges and priorities related to frontline staff line up, the other major “pain points” don’t land among the top priorities. Perhaps they are too difficult to attain and/or suggest a lack of cooperation by other key players. So centers focus on what they can control and accomplish within their walls, using their own resources.
Interested in reading more details from the survey? Download your copy now!
Publish Date: January 11, 2016 5:00 AM
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