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Call Center Industry Resources

5 Things VereQuest Customers are Talking About in 2023

  •  AI and automation in customer service

How artificial intelligence and automation technologies are transforming customer service, including the use of chatbots, virtual assistants, and automated responses.  Check out ChatGPT for Customer Service.​

  • ​Personalized customer service

This topic explores how businesses can tailor their customer service experiences to meet their customers' individual needs and preferences.  Check out Personalized customer service:  what it is and how to provide it.

  • Omnichannel customer service

Omnichannel customer service refers to the seamless integration of various communication channels, such as phone, email, live chat, social media, and more, to provide a consistent and unified customer experience.  Check out How B2B Businesses Can Get Omnichannel Sales Right

  • Customer experience management

Customer experience management involves understanding and improving customer interactions with a company throughout their journey. This topic explores strategies and techniques to enhance customer experiences, including effort reduction and the role of frontline agents and quality monitoring in identifying and closing gaps through human engagement.  Check out the VereQuest Customer Journey Mapping Playbook.

  • Empathy and emotional intelligence in customer service

Exploring the role of empathy, emotional intelligence, and soft skills in building rapport with customers, resolving conflicts, and delivering exceptional service.  Check out Does Empathy Matter? 

Interesting Stats + Facts - Call Centers + Customer Experience

  • Remote work became prevalent in call centers: In 2021, the COVID-19 pandemic accelerated the adoption of remote work in call centers. According to a survey by ContactBabel, 67% of UK contact centers had agents working remotely in 2021, compared to just 4% in 2019.  (Source:  ContactBabel UK Contact Center Decision-Makers' Guide 2021)

  • Increased investment in cloud-based contact center solutions: The demand for flexible and scalable contact center solutions grew significantly. In 2021, the cloud-based contact center market was valued at $24.11 billion, with a projected compound annual growth rate (CAGR) of 25.8% from 2021 to 2028.  (Source:  Grand View Research Forecasts, 2021 - 2028).

  • Artificial Intelligence (AI) adoption in call centers increased: AI-powered technologies like chatbots and virtual assistants gained popularity. By 2022, it is estimated that 70% of customer interactions in contact centers will involve emerging technologies such as machine learning applications, chatbots, or mobile messaging. (Source:  Gartner)

  • The rising importance of omnichannel customer experience: Customers expect seamless experiences across various channels. In 2021, 87% of organizations agreed that providing a consistent customer experience across all touchpoints is critical to their success.  (Source:  Salesforce)

  • Call center analytics gained prominence: Companies focused on leveraging data to improve call center performance. By 2022, contact centers using analytics will increase customer retention rates by 5% and increase revenue by 20%. (Source:  Gartner) 

  • Growth of self-service options: Customers prefer self-service options for simple inquiries. In 2021, 81% of customers attempted to resolve issues on their own before contacting a live representative, up from 53% in 2019.  (Nuance)

  • Personalization became crucial: Customers expect personalized experiences from call centers. In 2021, 80% of customers were more likely to make a purchase when brands offered personalized experiences. (Source:  Epsilon)

  • Increased focus on employee well-being and satisfaction: The well-being of call center employees became a priority. In 2021, 72% of contact center leaders said they had introduced new employee wellness initiatives due to the pandemic. (Source:  NICE)

  • 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. (Source:  SurveyMonkey)

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

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

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

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

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

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

  • 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.  (Source:  Customer Journey Mapping Research Report, MyCustomer)

  • A 2% increase in customer retention has the same effect as decreasing costs by 10%. (Source:  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. (Source:  Forrester Research)

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

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