Call Centers in 2013: By the Numbers | Workforce Optimization Blog

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Call Centers in 2013: By the Numbers

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Sometimes we look at so many numbers and statistics in the course of a workday that they can all start to run together. So the last thing you might want to see as you prepare for the holidays and the start of a new year is another long list of industry percentages. But this blog post from Orecx is worth a few moments of your time.

Why? These numbers are coming from your customers, and they are letting you know what is most important to them. Here are some of the highlights:

•    96% of unsatisfied customers will not complain
•    15% of customers will stop doing business with a company due to poor customer service
•    13% of unsatisfied customers tell more than 20 people about a negative experience

All of these are tied together, obviously. How do you reach customers to find out if they are not satisfied if they won’t tell you? Do you have enough customer feedback channels in place?

•    A 2% increase in customer retention has the same effect as decreasing costs by 10%
•    Customer loyalty can be worth 10x as much as a single purchase

The message is obvious. Keeping the customers you have should always be among your highest priorities.

•    90% of U.S. consumers still prefer to solve customer service issues on the telephone

How about that? In this age of email, webchats, online video and all the other communications channels available, most of your customers will still pick up the phone if they have an issue. Something to keep in mind when hiring new agents, training and coaching those already in place, and reviewing your best practices procedures to make sure they are really delivering the best possible customer assistance. In addition to awareness and focus on customer interactions, you should also consider quality monitoring solutions to better manage the customer experience.


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