Nine Contact Centers Stats You Should Know
A few months back we contemplated the impact of coronavirus on customer engagement. We noted that even before the arrival of Covid-19, technologies like smartphones, SMS, and over-the-top (OTT) messaging solutions enabled businesses to revamp their communications strategies by facilitating speedier internal communications and more personalized customer engagement.
Still, the pandemic acted as something of an in-kind contribution to the cause of digital transformation. And, with more and more digital interactions occurring every single day, we contend that extending customer engagement into the digital space is no longer optional. Indeed, any company that neglects to implement a robust set of customer engagement solutions, including a Contact Center, risks losing ground to competitors who do.
To illustrate our point, we wanted to draw your attention to nine customer service- and contact center-related statistics!
Nine Contact Centers Stats You Should Know
To begin, take a look at three key findings from Microsoft’s State of Global Customer Service Report, which surveyed 5,000 individuals across Brazil, Germany, Japan, the United Kingdom, and the United States:
- Approximately 95% of individuals say customer service is at least somewhat important in their choice of, or loyalty to, brands. Indeed, while 58% said it was very important, an additional 37% said it was somewhat important. Only 4% said it was not important.
- 61% of individuals say they have stopped doing business with a brand due to poor customer service.
- 70% of individuals say they have a more favorable view of brands that offer or contact them via proactive customer service notifications. This is consistent across all age groups and genders. There’s a little more fluctuation from country to country, however, with 89% of Brazilians agreeing, compared to 56% of Britons.
The take away here is clear. Brands shouldn’t overlook customer service as a means for expanding their business and bolstering customer loyalty. Indeed, in their analysis of year-over-year retail sales in the United States, Trading Economics noted that a staggering 85%+ of growth in mature brands came from their most loyal customers. Moreover, proactive customer service appears to be a fantastic way to engage with customers.
Next, check out Deloitte’s findings from their Global Contact Center Survey, which polled contact center executives from 172 different organizations, across 16 different countries, and 4 regions:
4. 57% of companies rank Customer Experience (CX) as a high priority. Moreover, 67% say it will continue to be a high priority for the next two years.
5. When asked what factors are driving investment into Contact Centers, leaders cited customer service as a top priority. Indeed, customer experience (85%) and service improvement (78%) stand atop the list.
6. When executives were asked what emerging technologies they plan to invest in to improve customer experience, they sited:
- 76% for Artificial Intelligence (AI).
- 73% for process automation.
- 60% for the voice of the customer/employee.
- 59% for advanced analytics.
- 57% for new channels.
Needless to say, customer experience is critical to the success of any business; and contact center platforms, no longer reliant on switchboard operators and automated telephones, make businesses vastly more approachable. In addition, the digital nature of modern contact center solutions means that they can easily incorporate emergent technologies, like AI, OTT solutions, and social networking channels.
On that note, we’d like leave you contemplating the future. In a report titled Market Study: The Future of the Contact Center, Customer Contact Week identified the following:
7. 66% of call center businesses are looking forward to investing in Advanced Analytics to provide a better customer journey.
8. 62% of organizations think that the biggest challenge in making future investments will be integrating with current call center software.
9. Customer satisfaction will remain a crucial metric. 73% of organizations believe that customer service should be on the “quality” scorecard.
Improve Customer Engagement with Pareteum Contact Center
Developed to help organizations achieve effective and consistent customer engagement, the Pareteum Contact Center combines solutions for online conversion, inbound and outbound mail, telephony, web chat, and web self-service.
It’s also simple to configure. Deployed as a single web-based application, the Pareteum Contact Center has an intuitive, graphical user interface.
By capturing valuable customer insights, the Pareteum Contact Center streamlines sales operations, while delivering gains in customer satisfaction, relationships, and loyalty.