inContact

THE RESULTS ARE IN:

WHAT BEST-IN-CLASS CONTACT CENTERS DO DIFFERENTLY

(AND WHAT YOU CAN LEARN FROM THEM)

phone

We conducted an online benchmark assessment of 378 contact center professionals from a range of industries – including healthcare, outsourcers, and financial services – to find out where their contact solutions are achieving results and where they're falling short. We found that there's plenty of room for improvement. And plenty of solutions to create a better experience for your customers.

Who took the benchmark assessment?

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C-Level

14%

Operations Managers

8%

Contact Center Professionals

31%

Contact Center Managers

24%

VP/Director Customer Care

22%

See what peers with your job role are doing. Select your role to reveal the statistics:

Based on scores achieved in our industry benchmark assessment, we separated contact centers into three groups: Best-in-Class, Laggards and Industry Average.

What is the biggest priority for contact centers today?

45% Improving the customer experience
25% Improving agent productivity and utilization
12% Decreasing operational (customer care) costs
9% Increasing customer demand for a personalized and timely service
5% Using customer data to improve efficiency
3% Making customer traffic more predictable

Average First-Contact Resolution Rate

66%

Only 5% of the C-Level achieved Best-in-Class


16% Best-in-Class

46% Industry Average

38% Laggard

See all responses

Responses by role

Close
  • 64% C-Level
  • 65% Operations Manager
  • 68% Contact Center Managers
  • 70% VP Customer Care
  • 61% Contact Center Professionals

Average Change in Agent Utilization Rate

Over the Last 12 Months

+10%

65% of Industry Average Operations Managers reported an increase


20% Best-in-Class

72% Industry Average

8% Laggard

See all responses

Responses by role

Close
  • +12% C-Level
  • +7% Operations Manager
  • +17% Contact Center Managers
  • +7% VP Customer Care
  • +7% Contact Center Professionals

Average Change in Customer Satisfaction Rating

Over the Last 12 Months

+16%

63% of the C-Level respondents were from Laggard businesses


20% Best-in-Class

29% Industry Average

51% Laggard

See all responses

Responses by role

Close
  • +16% C-Level
  • +28% Operations Manager
  • +19% Contact Center Managers
  • +12% VP Customer Care
  • +14% Contact Center Professionals

Customer Service
Always Counts

According to Harris Interactive, even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience. Some tips to start the transition from having satisfied customers to building loyal ones are:

  • Promote your company by engaging customers – not just marketing to them.
  • Educate your employees on ways to create memorable service experiences.
  • Recognize your customers for staying committed to your brand.
Take the Benchmark Assessment

Average Change in
Cost-per-Contact

Over the Last 12 Months

+4%

82% of Contact Center Managers reported a Laggard increase


9% Best-in-Class

11% Industry Average

80% Laggard

See all responses

Responses by role

Close
  • +5% C-Level
  • +6% Operations Manager
  • +5% Contact Center Managers
  • -1% VP Customer Care
  • +7% Contact Center Professionals

The best-in-class
continually measure
performance

Repeat customer contact typically hints at an inability to address customer requests, which results in dissatisfied clients. To find out where inefficiencies may reside within their organizations, the Best-in-Class are 69% more likely — compared with 59% for Industry Average and 35% for Laggard call centers — to identify agents who drive repeat customer traffic.

Source: Aberdeen Group, Contact Center Optimization, July 2013

Take the Benchmark Assessment

Average Change in Average Handle Time

Over the Last 12 Months

+9%

14% of VPs reported a Best-in-Class change


7% Best-in-Class

55% Industry Average

38% Laggard

See all responses

Responses by role

Close
  • +10% C-Level
  • +27% Operations Manager
  • +15% Contact Center Managers
  • -5% VP Customer Care
  • +7% Contact Center Professionals

Average Change in Agent Retention Rate

Over the Last 12 Months

+11%

74% of the C-Level reported a Laggard rate


33% Best-in-Class

4% Industry Average

63% Laggard

See all responses

Responses by role

Close
  • +5% C-Level
  • +20% Operations Manager
  • +16% Contact Center Managers
  • +10% VP Customer Care
  • +9% Contact Center Professionals

Agent Retention =
Profit Retention

According to Chron.com, the average turnover rate for full-time call center employees in 2012 was 26% and 33% for part-time employees. And with the Center for American Progress reporting that the average cost to replace an employee earning $30K annually is approximately $5K, it's little wonder that improving agent retention rate is a huge focus for contact centers today.

Take the Benchmark Assessment

Average Percentage of Inbound Customer Contacts Resulting in Revenue

+38%

58% of VPs reported Best-in-Class revenue generation


55% Best-in-Class

7% Industry Average

38% Laggard

See all responses

Responses by role

Close
  • 38% C-Level
  • 30% Operations Manager
  • 36% Contact Center Managers
  • 37% VP Customer Care
  • 42% Contact Center Professionals

Average Change in Annual Company Revenue

Over the Last 12 Months

+10%

63% of Call Center Managers reported an increase in revenue


17% Best-in-Class

24% Industry Average

58% Laggard

See all responses

Responses by role

Close
  • +7% C-Level
  • +15% Operations Manager
  • +9% Contact Center Managers
  • +9% VP Customer Care
  • +10% Contact Center Professionals

Average Change in Time Spent Supervisors Assisting Agents

Over the Last 12 Months

+13%

63% of Call Center Managers reported a Laggard change


7% Best-in-Class

51% Industry Average

42% Laggard

See all responses

Responses by role

Close
  • +11% C-Level
  • +18% Operations Manager
  • +18% Contact Center Managers
  • +5% VP Customer Care
  • +12% Contact Center Professionals

Average Change in First Contact Resolution Rates

Over the Last 12 Months

+13%

84% of the C-Level reported an increase


20% Best-in-Class

71% Industry Average

92% Laggard

See all responses

Responses by role

Close
  • +6% C-Level
  • +23% Operations Manager
  • +15% Contact Center Managers
  • +10% VP Customer Care
  • +11% Contact Center Professionals

Average Total Score

57
Find out your score

In summary, Best-in-Class contact centers scored on average 78. Scores of Industry Average centers had an average of 58 and Laggards had an average of 44.

7% Best-in-Class

62% Industry Average

31% Laggard

Best-in-class isn't
out of reach

After you complete your benchmark assessment, we can help you find the right solutions to create a contact center that leads the pack and delivers the ultimate customer experience.

To get started, contact us today.