When it comes to delivering a great customer experience global organizations must not only understand geographical nuances like privacy laws and channel preferences of each locale, they must also have a comprehensive readiness plan in place that includes dedicating the necessary resources, establishing training initiatives, and creating expansion plans. This infographic highlights organizations’ readiness levels for deploying a global contact center strategy.

1. JUNE: Contact Centers
The State of Global Contact Center
s
34% outsource more than half
their contact centers. Source: Deloitte
31% outsource more than half
their agents. Source: Deloitte
outsourcing
49%
21%
provide
sales
only
30%
provide
customer
service
only
provide
BOTH
sales and
service
Of these, 78% primarily
handle inbound calls, with
each interaction lasting an
average of 3-4 minutes.
Source: Cornell
When it comes to delivering a great customer experience global organizations
must not only understand geographical nuances like privacy laws and channel
preferences of each locale, they must also have a comprehensive readiness
plan in place that includes dedicating the necessary resources, establishing
training initiatives, and creating expansion plans. This infographic highlights
organizations’ readiness levels for deploying a global contact center strategy.
Turnover rates
average 19%
each year. of
training.
provide 20 days
of training.
Answer 85%
of calls in
targeted time.
provide 14 days
of training.
Answer 90%
of calls in
targeted time.
Turnover rates
average 25%
each year.
of training.
IN-HOUSE
SUPPORT
SUBCONTRACTOR
SUPPORT
Source: Cornell Source: Cornell
The majority
of global
contact
centers
ByAnnaPapachristosandLorriCosentino
42% of organizations worldwide focus on
dedicated resources and capabilites to
customer experience
in contact center.
62% of organizations
worldwide view
customer experience
as a competitive
differentiator in
the contact center.
Accuracy and quality of
information (82%) and
ease of interaction
(73%) stand as the top
priorities across global
contact centers.
Source: Deloitte
Customer Experience