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Interesting Stats + Facts - Call Centers + Customer Experience

  • When it comes to responding to customer satisfaction surveys, 85% of customers surveyed said that they are likely to provide feedback if they’ve had a good experience, while 81% indicated that they would provide it if they’ve had a bad experience. Contrarily, only 48% of those customers that had what they referred to as a “normal experience” would provide feedback. (SurveyMonkey)

  • 59% of global consumers felt that companies had lost touch with the human element of customer experience. (PWC)

  • 59% of consumers are willing to pay a premium for a brand or provider known to have outstanding customer service, with most consumers reporting they are willing to pay 5-10% more. (Kustomer)

  • 58% of consumers reported that they post on social media after a good customer experience, 57% report that they also would do so after a bad experience.  (Kustomer)

  • 69% of consumers expect an organization to prioritize their problem if they are upset. (Kustomer)

  • 69% of consumers have had to be transferred to another department when contacting customer service.  (Kustomer)

  • 50% of consumers have been given contradictory and/or incorrect information when contacting customer service.  (Kustomer)

  • Consumers aged 18-24 report customer service is the #1 attribute they consider when choosing where to do business.  (Kustomer)

  • Emotionally connected customers are 25-100% more valuable than “highly satisfied” customers (Source:  HBR)

  • 74% of customers with positive emotions will advocate, while 63% will be retained. (Source: Customer Think)

  • Only 8% of customers with negative emotions will advocate for your company and only 13% will be retained. (Source: Customer Think)

  • 32% of users who contact a brand on social media expect a response within 30 minutes, and 42% expect a response within 60 minutes. (Source: Forrester)

  • Customers complain when agents don’t make an effort to empathize with their situation. (Source: TransCosmos)

  • Scripted phrases such as “your call is very important to us” drive customers crazy. (Source: American Express)

  • 37% of respondents mention “being passed around” as a primary complaint. Customers want to deal with a single agent from the beginning of their interaction until the end. (Source: UK Mirror)

  • Customers resent having to move through different social media channels attempting to get a response. They prefer companies that offer omnichannel customer service. (Source: eGain)

  • 65% of online customers prefer a casual tone, but it’s more important for the agent to use a tone that’s appropriate to the situation. (Source: Software Advice)

  • When things go wrong, customers expect an apology. Receiving one tends to double their level of satisfaction. (Source: Carey School of Business)

  • Customers hate having to explain their problem or enter their personal details with multiple agents or on multiple channels. (Source: TransCosmos)

  • No compensation: When things go wrong most customers expect compensation, whether that’s a discount or something else. (Source: Carey School of Business)

  • Lack of personalization: Customers demand personalized service, and that means everything from knowing their name to knowing about their past interactions with the company. (Source: TransCosmos)

  • Nearly 50% of customers say they will stop doing business with a brand that frustrates them. Meanwhile, only 32% of those customers will contact the company to complain before taking their business elsewhere.

  • 63% of organizations are planning to invest in the expansion of their training programs.  (Deloitte)

  • 53% of organizations are planning to implement or expand work from home programs or other flexible work arrangements.  (Deloitte)

  • 66% of respondents recognize that accuracy and quality of information as the most important customer experience attribute for future interactions within contact centers, followed by ease of interaction at 62%.  (Deloitte)

  • More than 80% of respondents state that improving the customer's experience is the most important strategic objective and driver of investment for contact centers.  (Deloitte)

  • 31% of organizations expect to be using video chat in 2 years for an average of 8% of their interactions.  (Deloitte)

  • Social media will account for 9% of total contact center contacts in 2019.  (Deloitte)

  • The phone is expected to only account for 47% of contacts in 2019, falling from 64% in 2017.  (Deloitte)

  • 33% of organizations plan to invest in robotics and process automation in the next two years. (Deloitte)

  • 93% of Consumer & Industrial Products (C&IP) executives expect their contact volume to remain constant or increase in the coming two years.  (Deloitte)

  • 35% of inquiries that begin through other channels, eventually escalate to voice.​​ (Aberdeen Group)

  • Businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don't.  (Aspect Software)

  • 85% of companies that do customer journey mapping, said it was delivering a positive impact (36% extremely positive).  71% said the process led to an increase in satisfaction levels.  29% of businesses perform customer journey mapping exercises on an annual basis.  (Customer Journey Mapping Research Report, MyCustomer)

  • 21% would switch banks today if it were as easy as switching cell providers.  (Foresee Experience Index - Banking Report)

  • A 2% increase in customer retention has the same effect as decreasing costs by 10%. (Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy )

  • 77% of people say that valuing their time is the most important thing a company can do to provide them with good service. (Forrester Research)

  • 76% of consumers say they view customer service as the true test of how much a company values them. (Aspect Consumer Experience Survey)

  • 77% of US online adults say that valuing their time is the most important thing a company can do to provide them with good service. (Contact Centers Must Go Digital or Die, Forrester Research)

  • By 2020, the average person will have more conversations with bots than with their spouse.  (Gartner)

  • 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience.  60% of consumers have higher expectations for customer service now than they did just one year ago. (Microsoft Global State of Multichannel Customer Service Report)

  • By 2020, customer experience will overtake price and product as the key brand differentiator.   86% of buyers would pay more for a better customer experience.  (Walker Info – Customers 2020: A Progress Report)

  • 62% of companies view customer experience delivered by the contact centers as a competitive differentiator.  (Deloitte)

  • 56% of global consumers say they have higher expectations for customer service now than they had just one year ago. (Microsoft)

  • By 2016, 89% of companies expect to compete mostly on the basis of customer experience, versus 36% four years ago.  (Gartner)

  • 45% of consumers say a lack of interest in customer satisfaction is the biggest obstacle preventing companies from providing the ideal customer experience. Only 14% of consumers believe it’s inadequate technology. (Economist Intelligence Unit Creating a Seamless Customer Experience Report)

  • $41 billion is lost by U.S. companies alone each year due to poor customer service.  (NewVoiceMedia)

  • 87% of customers think brands need to put more effort into providing a seamless experience. (Zendesk)

  • Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%. (McKinsey)

  • Satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring happiness for each individual interaction.  (McKinsey)

  • Repeat buyers spend 33% more than new ones, and just 20% of existing customers account for 80% of a company’s future profits.   (CMO)

  • When it comes to sales, the probability of selling to an existing happy customer is up to 14 times higher than the probability of selling to a new customer. (Marketing Metrics: The Definitive Guide to Measuring Marketing Performance)

  • A higher percentage of call center clients accessed the Employee Assistance Program relative to national averages in all workforce sectors (7% vs. 5%). Call center clients are more likely to report emotional and stress problems (15% vs. 11% average).  Call center clients are more likely to report high-stress levels (42% vs. 37% avg).  (Shepell-fgi)

  • A recent study of Canadian Contact Centers found 14% of Customer Service Representatives (CSRs) exhibited high levels of stress – 10% high levels of depression – and 1% possibly reaching a suicidal state.   Customer Service & TeleSales appear in the “Top 20” jobs exhibiting high suicide rates.  (CDC)

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