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10 Call Center Statistics To Help You Stay on Top of the Trends

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Call center industry is growing exponentially and advancing day by day.
Here are 10 statistics to help you stay ahead of the competitors and abreast with the top call center trends.

Veröffentlicht in: Business

10 Call Center Statistics To Help You Stay on Top of the Trends

  1. 1. 10 Call Center Statistics to Help You Stay on Top of the Trends
  2. 2. 2 In this rapidly changing environment, today almost every industry is a "challenging place" to work. Call center industry is already undergoing a drastic change. Any small change can help your call center achieve new heights. It’s always a great strategy to follow what competitors are doing and how they are utilising it. This presentation sums up call center statistics that will help you to stay on Top of the Trends. Also, these call center stats and trends can make you find areas of opportunity to fill the gap between you and your competitors.
  3. 3. 3 As per Microsoft’s 2017 State of Global Customer Service Report, here are the stats about customer services that will help you to understand customers’ preferences
  4. 4. 1. “74% of consumers contact customer service support by their phones, email stands at 2nd spot with 62%.” 4
  5. 5. 2. “43% callers start their first interaction with customer support over phone while 49% via online.” 5
  6. 6. 3. “34% of US consumers chose Interactive Voice Response (IVR) system frustrates as most frustrating aspect of customer service experience.” 6
  7. 7. 7 Now, let’s read some facts related to the call center future, how technology will help call centers in providing better customer services
  8. 8. 1. “Voice will be the most used channel for customer service in 2019 but will drop down from 49% to 43%.” 8
  9. 9. 2. “Chats, Messaging and Chatbots usage is likely to increase from 6% to 16% in 2019.” 9
  10. 10. 3. “Social Media will also be likely to grow as channel for customer services from 4% to 9%.” 10
  11. 11. 4. “36% of businesses can track customers online footsteps across various channels.” 11
  12. 12. 5. “75% of customers have used search engines for help before taking a step to call call center agent.” 12
  13. 13. 6. “77% of call centers will focus customer surveys/focus groups to capture customer feedback while call/contact monitoring will be done by 64%.” 13
  14. 14. 7. “66% call centers are planning to invest in Advanced analytics technology to improve customer experience (CX) while 54% are planning to use Voice of the Customer (VoC). 14
  15. 15. 15 About Us Call Center Hosting(CCH) is a leading and globally recognized provider of call center hosting solutions. We offer a complete software-based call center setup for start-ups, SMBs, and enterprise, which includes predictive dialer services, IVR services, auto dialer, inbound and outbound call center solutions. For more information, call us at +1-800-346-4974
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  17. 17. References Global Customer Service Report – Microsoft Global Contact Center Survey - Deloitte 17

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