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)