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June 2010: Low Hanging Fruit: These Stats Show Opportunities to Best the Competition

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Jun 15, 2010 by Confero Inc.

Last month, we highlighted a few relevant customer service statistics. This month, we look at more that may surprise you and inspire you to contemplate where to deploy your training and other resources.

92% of all customer interactions happen via the phone. (Gartner)

Businesses are obviously aware that phone conversations are a piece of the customer experience, but they may not be aware of the extent of the impact that these contacts have. Does your firm evaluate phone interactions and their effectiveness? Could you capture more business via the phone with added training? Do your employees make a lasting first impression over the phone? What can differentiate your telephone customer service from your competitors’?

85% of consumers are dissatisfied with their phone experience. (Gartner)

It’s surprising that the percentage of dissatisfied phone customers is so high, and it makes you wonder how so many firms miss the mark in this area. Measurement tools may not gather data that reveals dissatisfaction. Companies may need to consider more demanding phone standards. Firms may collect the feedback about dissatisfaction but then neglect to act on it quickly. Consider how you measure customer satisfaction and phone experiences with your company. Do you think that your method paints a true picture? Is it worthwhile to raise the bar when it comes to employee phone skills?

72% of all customers believe it takes too long to reach a live agent at a call center. (Harris)

The amount of time a customer spends waiting to speak with your employees is a critical element of phone experience satisfaction as well as overall customer satisfaction. If you currently measure the wait time against your own company standards, do your standards meet your customers’ expectations? Are your standards better than the competition’s, or just the same? How do you set your standard?

Tagged: customer experience, customer service, customer satisfaction, customer service statistics,