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The Contact Center in a Profit-Centric Service Organization: Shoring Up the Foundation of Service Delivery
Aberdeen Group, May 2011, Pages: 29
While newer support channels such as social media and chat dominate the headlines, contact center based interactions still dominate the core of the service and support economy. A significant number of service requests come directly to the contact center and call volumes have increased nearly 8% over the previous five years. As a result, effective resolution of service issues in the contact center becomes extremely vital in driving customer-facing, operational and financial performance. For an organization to aspire to be Best-in-Class in overall service and support, a lack of focus on this bread-and-butter medium could lead to dire consequences.
In March and April 2011, the Aberdeen Group surveyed over 150 service professionals around the management of their service and support contact centers. Those defined as Best-in-Class exhibited the following:
- 92% current performance in customer retention (65% for all others) and a 8% decrease in service costs over the previous 12 months
- 86% level of agent utilization (67% for all others) and a 21% increase in workforce productivity over the previous 12 months
- 87% first-call resolution performance (57% for all others)
Key Report Benefits:
- Grow Customer Retention
- Improve Agent Utilization
- Decrease Service Costs
Aberdeen's Research Benchmarks provide an in-depth and comprehensive look into process, procedure, methodologies, and technologies with best practice identification and actionable recommendations.
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