• South East 01622 761321
  • North West 01978 600105
  • South West 0118 4300150
  • North East 0191 6660108
  • Midlands 0121 4050510
Call back

Developing your people to enhance your customers experience

What Contact Centres are Doing in 2018

Author

Marie Cross

Share This

Those very clever people at Call Centre Helper have just produced a fascinating report following a survey amongst 350 contact centre professionals - the aim is to capture a snapshot of exactly what contact centres are doing right now!  

Some of the stats that intrigued us the most included;

  • The NPS fad is fading! Down from 36.1% to 32.8% since 2017 as an important metric
  • AHT isn’t an overly important measure anymore – down 6% from last year, with just 27.3% rating it as an important metric
  • Average contact centre spends over two-fifths of its time on administrative tasks (41%)
  • 93.1% of contact centres rate Csat as THE most important metric
  • 69.8% rate First Contact Resolution (FCR) as 2nd most important metric
  • Livechat contacts are on the increase – yet very little focus on quality of customer experience through this channel
  • 74.3% of contact centres expect Speech Analytics technology to increase in next 5-10 years
  • Multi-skilling agents is still key to employee engagement, rising from 80.7% in 2017 to 84.5% in 2018
  • There are fewer initiatives being offered to engage and empower agents this year (like investing in them through training!), down from 61% in 2017 to 48.8% this year
  • Self help videos are growing in popularity – since 2016 there’s been a 24.3% increase in no of organisations creating self help videos for customers
  • Rest of the business still has a poor perception of their contact centre, seeing them as a cost centre rather than an investment centre, with a drop from 64.5% to 53.7% seeing them as a ‘source of customer insight’ and an increase in seeing them as ‘a nuisance’ up from 7.4% to 9.4%
  • VoC / Csat technology is on the decrease from 59.8% to 58.5% in last year and fewer contact centres are surveying Voc, down from 66.6% to 58.5%
  • 4 out of 5 contact centres see cost as the biggest barrier to crating a world class customer service centre (80.6%) an increase of 3.8% since 2017
  • Other barriers include staff shortages (up from 24.5% to 35.3%) broken processes; the need for new technology and conflicting business priorities
  • Only 11.2% of contact centres rate ‘lack of agent engagement’ as a barrier to creating a world class customer service centre – so clearly, frontline staff WANT to be empowered to deliver better customer experiences!
  • 46.2% of contact centres said that call lengths have risen this year, compared to 17.9% saying they’d got shorter in call duration
  • 77% of contact centres blend their channels, with inbound voice, email and outbound voice being the 3 most commonly blended channels
  • Messaging is the new kid on the block – a rise to 15.7% using it as a blended channel
  • If contact centres had a magic wand to improve ONE thing in their centres, highest ranking improvements are around:
    • 1. ‘Refining customer serve’ including removing inefficient processes & unnecessary customer calls caused by Failure Demand, soft skills training of frontline staff & training to enhance EQ levels
    • 2. ‘Upgrading technology’
    • 3. ‘Improving company interactions and communication’
    • 4. ‘Assist staff’ with agent skills development and training, providing proper training space and training tools, and opportunity to provide more real-time coaching to frontline staff
  • Livechat is set to be the next mainstream channel say 40.2% of contact centres while email as a channel plummets to just 3.6%
  • Messaging apps are gaining in popularity with 22.5% of contact centres looking to install platforms such as WhatsApp, Messenger and ManyChat over the next year
  • Almost half of contact centres (46.4%) say there have NO plans to operate their contact centres with homeworking in the foreseeable future
  • Interaction (Speech) Analytics is definitely the new-new kid on the block with improvements in FCR being seen as the biggest benefit of Speech Analytics (SA) with 27.5% of votes
  • They also consider Failure Demand (to properly identify Root Cause Analysis) is much easier with SA technology because it’s easier to investigate why certain contact types require multiple contacts
  • 74.3% of contact centres predict that take-up of SA technology will rise over the next year
  • Almost 30% of contact centres DON’T adapt a coaching programme tailored for individual advisors (sheep dip approach)
  • 36.7% of contact centres wish to have automated chat or "Chatbots", with 24.7% seeing voice recognition / conversational AI as a self -service tool
  • AND self-service AI is set to soar in the coming years, although Self Service is NOT generally integrated…and 2/3rds of contact centres don’t provide an escalation path for self-service when things go wrong….

 If you'd like to read the full report with even more findings and insights then you can download a free copy from the Call Centre Helper website HERE!



Tags:
Category:

Cross Marie

user_avatar

Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!


Hello...I'm Marie Cross!

Marie Cross

...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.

If you'd like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you'll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.

Call Training Resource Centre

Great News For Small Business Owners

84% OF most customer buying decisions are entirely emotional

Appeal to those emotions and discover how you can turn satisfied customers into real raving fans who’ll keep coming back, spend more and recommend you to others.

Appeal To Your Emotions

Here's just a few of the clients we've helped...