Call Center Industry Statistics Related to
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Call Center Industry Statistics Related to BEST PRACTICES
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The “Three Keys to Success of a Dialler” implementation:
1. The accuracy of the calling list and in particular the phone numbers and the contact names,
2. The functions and capabilities of the Dialler itself,
3. The management of Dialler and staff: monitoring, managing, training and hiring.
The Taylor Reach Group, – 2005
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Outsourcing contracts failing to deliver, says report
A record number of outsourcing contracts are failing to meet expectations, with one in two suppliers under performing. A new survey has found that nearly 50 per cent of UK blue chip companies still enter the outsourcing selection process without knowing exactly what they want or how best to source it. While one in three firms admitted that their deal failed to meet their needs, a staggering 23 per cent took the services back in-house. The research survey, by sourcing advisory firm Orbys Consulting, in conjunction with Henley Management College and Benchmark Research, concluded that the majority of firms had followed unsuitable sourcing approaches. “The survey has some clear messages about successful outsourcing,” explained David Birchall, director of advisory services at Henley Management College. “Care in preparation and capability development, a good company structure, regular formal reviews against key performance indicators (KPIs), early remedial actions to address emergent problems, relationship building and a performance improvement culture are keys to success.” Although the research found that overall satisfaction levels are high, with 55 per cent quite satisfied and a further 27 per cent very satisfied, there was a significant level of failure of deals to meet expectations. Around 40 per cent of UK firms experienced problems during the life of their outsourcing deal, including loss of pricing competitiveness and supplier inertia. Furthermore, 59 per cent of blue chip companies had to renegotiate their contract. Mark Sukiennik, director of Orbys Consulting, added: “The fact that overall satisfaction is relatively high despite the failure to meet expectations, the high incidence of problems and only partially effective corrective action, suggests a surprising level of acceptance and complacency with this standard of underperformance.”
Orbys
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76% reported 24×7 support to be important (52%)or extremely important (24%),
96% state that a positive or good experience with a call center agent would increase their sense of brand loyalty,
70% have changed products or services or not made purchases due to a bad experience with a call center agent,
91% reported having been locked into a self service loop with no live agent option.
Five9
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A study completed by SupportIndustry.com confirmed that 56% of customer facing support is fee based. Other key study findings included:
-33% of companies implement self service technologies to increase efficency, versus 19% to reduce cost, 17% to reduce volumes and 15% to improve customer satisfaction.
-Almost 30% of respondents are outsourcing some support activities, up 8% from 2004. A further 17% of organizations stated they plan to outsource some support activities in the next year.
SupportIndustry.com – April 2006
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Poor Service Costs $338.5 Billion!
A Study: “The Cost of Poor Service” completed by Ovum and Greenfield Online for Genesys Telecom Labs in Dec 2009 surveyed 8,880 consumers across 16 countries. There finding prove what alot of call center and customer operators already knew…that their is a cost to poor service and it is significant. The study said that ‘Poor Service’ cost and aggregate of $338.5 billion per year! This reflects an average value of each lost relationship across all countries surveyed costing $243! – Dec 2009
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24% of UK customers have stopped doing business with a company within the last six months due to a bad customer experience. Key reasons:
•23% Unfair fees or charges
•22% Poor product or service quality
•19% Rude or disinterested employees
•12% Couldn’t get hold of anyone to deal with my problem
•7% Discounts for new customers but not for existing customers
•4% Inadequate return or refund policy
•5% Out of territory call centres
•1% Inadequate environmental policy
•7% Other
Source: Satmetrix
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Only 3% of consumers believe that UK high street retailers offer great customer service!
Source: Retail Eyes Report
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UK customers feel ‘Customer Service Experiences Generally….’
•Exceed Expectations – 2%
•Meet Expectations – 62%
•Miss Expectations – 32%
•(4% weren’t sure!)
Source: American Express Global Customer Service Barometer
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The longest time UK’s shoppers are prepared to queue is two minutes, down from five minutes only six years ago! Two thirds of UK customers have walked away from buying something because they weren’t prepared to wait.
Source: Barclaycard
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73% of consumers end a relationship due to poor service and the root causes are:
•Having to repeat information
•Feeling trapped in automated self – service
•Having to wait too long
•Interacting with staff who have no knowledge of the service history (or customer value)
•Unable to easily switch between communication channels
Source: Genesys Telecommunications Laboratories Report – The Cost Of Poor Customer Service
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86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago.
Source: Harris Interactive, Customer Experience Impact Report
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51% of UK shoppers refuse to even enter a store if they spy a queue.
Source: Barclaycard
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‘Poor experience’ has forced over 10 million consumers in the UK to switch suppliers in the last six months alone. The main culprits for this switching epidemic are unfair fees or charges, poor product or service quality and rude or disinterested employees.
Source: Satmetrix
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50% of new callers don’t ring back if they don’t get an answer when they call, and 15% of existing customers don’t call again if they get the same experience!
Source: Moneypenny
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When asked how companies can encourage them to spend more,
•61% of customers said accessible information and availability for questions before making a purchase
•66% said improved customer service
•23% said a ‘tailored’ experience
Source: Right Now Report – Customer Experience Impact
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Almost 1 in 5 of UK businesses don’t respond to email enquiries from customers.
Source: Direct Marketing Association Report
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‘Usability’ is the number 1 factor in what customers look for in an e-commerce website. This means clearly presented pricing and shipping information, followed by indications of credibility and trustworthiness. Visual appeal and functionality like cost calculators and search were also relatively important. But advanced features such as live chat and social hooks were important to but a small minority of respondents.
Source: Oneupweb ‘Revolutionsing Web Design’ Report
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Only 2% of UK customers trust advertising the most as a source of information when choosing a product or service.
Source: Satmetrix
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Only 17% of respondents choose where to shop based on their participation in loyalty card schemes and 93% of consumers would continue to shop somewhere, even if the retailer scrapped its loyalty scheme.
Source: YouGov SixthScence
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On average, people in the UK spend 45% of their waking hours ‘tuned in’ to their TVs, radios, telephones and the internet!!
Source: Ofcom
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49% of customers see personal recommendations from friends, family or colleagues as the most trustworthy source of information.
Source: Satmetrix
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90% of online consumers worldwide trust recommendations from people they know and 70% trust consumer opinions posted online.
Source: Neilson
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25% of UK holidaymakers check things out on TripAdvisor before they book their holiday! 42% of social media users booked their original choice after looking at such sites, but…
•35% switched their hotel as a result,
•15% changed the travel agent or tour operator, and
•12% decided to visit a different country altogether
Source: WTM 2010 Industry Report
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57% of businesses would be willing to pay higher fees for a more customer friendly and comprehensive web – portal banking service and 46% said that they would pay more for a consistently good service across all regions, channels and lines of business.
Source: Finextra Reseearch and Pegasystems Report
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Good retail customer service, according to UK customers, includes
•listening and understanding what the customer is looking for
•a friendly approach
•making sure the customer leaves feeling valued, and
•staff who take care over their appearance
Source: Retail Eyes Report
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74% customers would be prepared to pay more for a product if it came with better service.
Source: Retail Eyes Report
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More than 50% of UK customers will spend more on products and services if the service experience was guaranteed to be first class.
Source: American Express Global Customer Service Barometer
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On average, UK consumers will pay a premium of 7% for the privilege of good customer service and 70 per cent state they would do more business with an organisation that offered decent customer care.
Source: American Express Global Customer Service Barometer
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In a business to business engagement, ‘delighted’ customers are FIVE TIMES more likely to plan on repurchasing than merely satisfied customers.
Ipsos Loyalty Report: The Role of Customer Delight in Achieving Customer Loyalty
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Poor customer service is costing UK businesses £15.3 BILLION!!!!!!
Source: Genesys Telecommunications Laboratories Report – The Cost Of Poor Customer Service
Dec 2010
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UK consumers take truly multi-channel approach to shopping, survey shows
New research from customer insight specialist GI Insight reveals that UK consumers take a truly multi-channel approach to shopping for non-supermarket goods, using a range of touch points for browsing and purchasing. The study indicated that the vast majority of consumers prefer to research goods and services online before going to the high street to actually make their purchases.
The GI Insight survey of 2,000 consumers from around the UK showed that 72% of consumers prefer to browse and research their purchases online, while only 19% of shoppers prefer to vet their potential purchases in-store. The study also revealed that almost equal proportions of consumers state a preference for making their non-supermarket purchases on the internet and in a store – 46% online and 47% on the high street. In addition, the figures indicate a niche of consumers still prefer to do their browsing and buying via print catalogue – 5% and 3% respectively.
The findings show that men prefer to browse and buy online – with 50% purchasing on the internet compared to 42% of women, and 74% browsing on the web compared to 69% of women. Women show a greater preference for shopping on the high street than men, with 52% preferring to purchase in-store compared to 41% of men, and 22% browsing in store versus 17% of men.
Older consumers show a marked inclination for buying in-store with 62% of respondents in the 55 to 64 age group stating they prefer to buy in a shop and only 33% giving online as their preference – but their browsing habits were more in line with the average, as 69% say they prefer to do their research online.
Andy Wood, managing director of GI Insight, comments: “These figures clearly indicate that UK consumers see shopping as a multi-channel activity and process.
“The most obvious trend evident in the findings is that consumers often look for and research products online – doing price comparisons and checking product reviews – before going to the high street to buy in-store. But the reverse can also be true and undoubtedly a smaller proportion of shoppers go to the high street to look, feel and try out – or try on – their prospective purchases before going home to buy online.”
While the findings indicate that a core of consumers expect firms to be accessible both online and on the high street – and, for some, via catalogue as well – the vast majority will still buy from a brand that does not offer one of the major channels for purchasing. Only 28% say they would not purchase from a firm that failed to offer online shopping while just 23% would refuse to buy from a brand without a high street presence – and merely 11% demand that a company have a catalogue.
Consumers with the highest household incomes are most wedded to high street brands – 53% of those in the £100,000-£149,000 household income range and 44% of those in the £150,000-plus bracket say they would only buy from a firm with high street presence, compared with just over 20% in lower income groups.