Five Stats That Should Be Shaping Your Contact Center Solutions


APRIL 2014

Eventus Marketing Team

The typical marketplace has changed. Business used to be dominated by independently owned shops. The typical company representative was knowledgeable in his or her respective field, and businesses prided themselves on their abilities to help customers. Excellent customer service wasn’t considered a luxury; it was simply the way good business was done. But the marketplace developed and independent business grew into corporations. Soon enough, small business became dominated by big businesses. The priority of doing good business changed to achieving maximum profitability. One of the first things to go was the focus on customer service, hence the outsourcing of customer service to foreign nations like India. Luckily, the marketplace has continued to evolve, and the modern digital age has redefined the customer’s expectations of customer service, as customers now prefer to have access to self-service options as welll as company representatives. In order to help highlight these changes, here are five statistics that should be shaping your business’s strategy for contact center solutions.

70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)

People like to be treated well. Customers need to be treated well. When someone chooses to give your business money for a product or service, they typically do so because they believe your business will offer the best value. Part of that presumed value is assistance when they need help, so your contact center solutions should be designed with this in mind. Remember, making your customers feel like you are trying to help them is even more important than actually being able to solve their problem.

42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. (Forrester)

Almost everyone who has sought the help of a call center has been transferred to another department without resolution, been cut off, or both. This can be terribly frustrating for customers who just wasted time trying to find a solution and can result in permanently losing that customer’s business. Unfortunately, many of these situations arise from honest mistakes by the representative or errors within the system. Those errors will costs your business a lot of money over time, so it makes fiscal since to invest in a more-reliable updated system, so you can minimize those mistakes and losses.

According to a CEI Survey, 86% of buyers will pay more for a better


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