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Industry Research : Contact Centers Close to Breaking Point According to New Global Survey

#contactcenterworld

Contact centers close to breaking point according to new global surveyContact center leaders are struggling to keep pace with ‘unrealistic’ demands

  • 89% say the business has unrealistic expectations of them
  • 87% cannot deliver software updates quickly enough to meet demand
  • 66% agree that contact volumes are spiraling beyond their capacity to handle them
  • Two thirds say dealing with frustrated customers has impacted employees’ mental health
  • 67% say the frequency of outages has increased during the last 12 months

Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide. The research, commissioned by end-to-end contact center testing specialist Hammer, has revealed an alarmingly consistent picture of contact centers close to breaking point.

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With chat and call volumes on the rise for 68% of contact centers in our survey, almost as many (66%) agreed that contact volumes are spiraling beyond their capacity to handle them. Agent attrition is on the increase for 68% whilst 70% reported escalating customer churn. In addition, 67% of call center leaders say the frequency of outages has increased over the last 12 months.

Call wait times and abandoned calls are also on the increase, leading to rising levels of customer frustration, which in turn is affecting employee welfare; 66% of contact center leads reported that dealing with frustrated customers has impacted the mental health of frontline customer service employees in the last 12 months.

The survey suggests the industry is turning to technology in an attempt to avert a complete breakdown in customer service, with 96% planning to upgrade technology in the next 12-24 months. The top five areas identified for upgrades are email (14%), web chat (12%), SMS (12%), messaging apps(11%) and customer experience platforms (11%).

However, worryingly, 87% say they cannot deliver software upgrades quickly enough to meet the demands of the business, due to a lack of resource; 87% are not able to properly test these upgrades and improvement projects before they go live, 87% do not have enough resources in their developer team and 87% say their dev ops is simply not agile enough.

John D’Anna, CEO of Hammer comments: "While it’s encouraging to see so many contact centers willing to invest in new technology, the figures relating to the lack of proper testing, are concerning and highlight the imminent disasters waiting to happen. Without end-to-end testing, improvement projects will fail to deliver the anticipated improvement and much-needed ROI.

"We’ve been seeing increasing customer dissatisfaction right across the industry during recent years. And, with hybrid working becoming the norm, delivering positive customer experiences could be all the more be challenging, causing yet more tension between contact centers and the businesses they serve.

"If we don’t get new technology right, there is a very real risk that customer frustration will continue to spiral with alarming consequences for agents’ mental health. Technology is supposed to empower agents, but organizations who rush into it, without proper planning and testing, risk doing the opposite."

#contactcenterworld


About Infovista:
Hammer emerged from the acquisition of Empirix by Infovista and is now a division of the global provider in network lifecycle automation. Contact centers around the world rely on Hammer and its technology to guarantee optimal customer experience and business outcomes. Through automated end-to-end testing and assurance solutions that mimic real-world customer engagement, Hammer ensures its clients deliver high-quality communications across voice, IVR and digital channels. Hammer solutions play a pivotal role in ensuring excellence in day-to-day operation of more than 250 large
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Published: Friday, July 15, 2022

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2022 Buyers Guide Payment Services

 
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Branch Employer Payments Platform - Earned Wage Access
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CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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