The Call Centre industry doesn’t seem to show signs of slowing down as an outsourcing business practice. Over the years it has given SMEs several benefits that generate business growth, such as 24/7 availability, highly-skilled agents, latest technology, and provide business owners extra time to focus on core responsibilities.
On top of that, what makes call centre services valuable is its ability to help brands retain and gain customers. However, a brand won’t get to experience those advantages always. Setbacks are always possible in every industry, especially if agents aren’t performing well.
That is why every business needs to maximise its outsourced agents by being updated with the latest call centre statistics.
When agents are capable of solving customer issues on the first call, only 1% of customers are likely to transfer to a competitor. With this, speed and accuracy are absolutely crucial.
Customers who encounter a negative experience with agents are 51% more likely to never do business again with a brand. (vonage.com)
According to a HubSpot report, 89% of customer service agents said that more customers are sharing their negative and positive experiences compared to the past.
The global average speed for an agent to pick up the phone is approximately 28 seconds.
At present, 9 out of 10 customers prefer an omnichannel experience with their inquiries and transactions. Additionally, agents are able to deliver a more personalised and positive experience to their customers through different omnichannel.
When customers experience exceptional service, 77% of them would recommend the company to a friend.
When call centre companies consistently provide poor customer service, they are expected to lose at least $70 billion annually.
In a comprehensive report by Microsoft, 66% of customers use an average of 3 different communications channels in talking to call centre agents.
When receiving a survey questionnaire, 90% of customers emphasised “immediate response” as a very important aspect of customer service. 60% of them considered “immediate” as 10 minutes or less.
Count on Forward BPO
Those 9 statistical facts bring up one common theme — customer experience matters. If you are planning to outsource call centre services, partner with an Australian Call Centre company that provide agents that deliver quality customer service; like Forward BPO.
We have been in the outsourcing industry for more than a decade and have guided clients to business success through our different services. Our services include customer support, live chat, bookkeeping, digital marketing, and call answering service.