August 28, 2019 at 10:38 AM
In today’s world, running a call centre is more difficult than ever before, with customers demanding a high level of service and a great experience at every touch point.
The 15 statistics below show you just how important a great, omni-channel customer experience really is and can help you ensure your call centre agents are enabled to deliver the best service.
Statistics on contact centre channels
66% of consumers on average use three different communication channels to contact customer service. (Microsoft)
Live chat for customer support is used by 66% of both B2B and B2C companies. (Zoho)
41% of consumers prefer live chat while 32% choose the telephone when contacting customer support. (Kayako)
62% of consumers still want to use email to contact companies for customer service, 48% through phone, 42% via live chat, and 36% with “Contact Us” forms. (HubSpot Research)
90% of consumers want an omni-channel experience with seamless service between communication channels. (UCToday)
Customer service in the call centre
When a problem is resolved on the first call, only 1% of customers is likely to go to a competitor as compared to 15% when the issue is not addressed sufficiently. (Voip-info.org)
89% of customers are retained by companies with strong omni-channel customer engagement. (Invesp)
When they have a service question, 90% of customers rate an “immediate” response as important or very important. 60% of them define “immediate” as 10 minutes or less. (HubSpot Research)
$75 billion are lost by businesses annually due to poor customer service. (Forbes)
80% of customers say companies put more effort into selling than providing excellent customer service. (ICMI Toolkit)
Statistics on call centre agents
95.7% of contact center professionals view customer satisfaction as the most important call center metric. (Call Center Helper)
74% of customer service leaders acknowledge that they do not fully empower their agents to provide the best customer experience. (ICMI)
45% of contact centers cite improving quality of knowledgebase as a priority for improving their “agent experience”. (CCW)
13.5% of contact centers report that agent handle times are increasing. (Contact Center Pipeline)
65% contact center leaders believe providing personalized service is a quality that defines a “customer-centric brand”. (CCW)
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