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Are Contact Centers Doing it Right? – Customers’ Perspective

ARE CONTACT CENTERS DOING IT RIGHT Research shows that a gap continues to exist between the customer's expectations from contact center based customer support and what they actually get to experience. Even though the phone continues to be the primary communication channel, customers increasingly prefer other options. A CUSTOMER'S PERSPECTIVE QUALITY OF CONTACT CENTER BASED TOP CUSTOMER SERVICE CUSTOMER EXPERIENCE EXPECTATION Neutral Yes 42% Resolved Quickly 40% Answered Quickly 39% 27% Agent has good communications skills 18% 36% All my details recognized 40% Personal Interaction Absolutely (11% Not 1% Absolutely 39% Access to information 36% IEasy to interact with customer service 43% 37% Agent based in country 35% Agent has access to all my information 40% Treated with respect 38% Multiple channels available No 42% of customers assign the highest priority to getting their issues resolved at the earliest 54% of customers indicate that they are dissatisfied with the service they receive 2 PREFERRED AND ACTUAL CHANNELS OF COMMUNICATION Used most Prefer to use 48% Phone 80% 14% Email 34% 10% Web self-service 17% 5% 8% 14% Automated phone system 4% Letter via mail I 1% Web chat 7%| |2% Online phone call 6% Social media 1%I O The O Phone remains the most preferred and the most used channel of customer communication 3 GREATEST HINDRANCE IN TECHNOLOGIES CONTACT EXPERIENCING SATISFACTORY CENTERS SHOULD CUSTOMER SERVICE INCORPORATE 1.Call-Back Option 4 2.Live Video Chatting 48% Long wait time 3.Downloadable Video Files 43% Automated telephony systems are irritating and time wasting 4.Speech Recognition Software Long wait time is the biggest reason behind customer 75% of customers are keen on >> provision of call-back option dissatisfaction TAKEWAYS A Contact Center Should ... Prioritize the quickest possible resolution of complaints Ensure personalized interactions ... Facilitate the use of e-mail and live chat to provide additional support to existing communication channels ... Incorporate new features that add to the customer's experience •.. Sources: https://www.talkdesk.com/resources/infographics/what-customers-want-from-support-contact-centers http://globenewswire.com/news-release/2015/05/12/735054/10133726/en/Ovum-LogMeln-Study-Finds-76-Percent-of-Customers-Stop- Doing-Business-with-a-Brand-Following-a-Bad-Experience.html http://blog.logmein.com/wp-content/uploads/2015/04/LogMeln-Ovum-Infographic_FINAL.jpg http://callminer.com/callminer_news/research-reveals-disconnect-between-customer-expectations-and-contact-center-delivery/ InvEnsis. Contact us: US +1 (302)-261-9036 sales@invensis.net www.invensis.net Global Outsourcing Services

Are Contact Centers Doing it Right? – Customers’ Perspective

shared by invensislearning on Dec 06
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A contact center service acts as the vital point of contact between customers and the brand. Customer service research reveals the following crucial insights into customer expectations from contact ce...

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Ravi

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Business
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