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Infographic: The State of Global Contact Centers

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When it comes to delivering a great customer experience global organizations must not only understand geographical nuances like privacy laws and channel preferences of each locale, they must also have …

When it comes to delivering a great customer experience global organizations must not only understand geographical nuances like privacy laws and channel preferences of each locale, they must also have a comprehensive readiness plan in place that includes dedicating the necessary resources, establishing training initiatives, and creating expansion plans. This infographic highlights organizations’ readiness levels for deploying a global contact center strategy.

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  • 1. JUNE: Contact Centers The State of Global Contact Center s 34% outsource more than half their contact centers. Source: Deloitte 31% outsource more than half their agents. Source: Deloitte outsourcing 49% 21% provide sales only 30% provide customer service only provide BOTH sales and service Of these, 78% primarily handle inbound calls, with each interaction lasting an average of 3-4 minutes. Source: Cornell When it comes to delivering a great customer experience global organizations must not only understand geographical nuances like privacy laws and channel preferences of each locale, they must also have a comprehensive readiness plan in place that includes dedicating the necessary resources, establishing training initiatives, and creating expansion plans. This infographic highlights organizations’ readiness levels for deploying a global contact center strategy. Turnover rates average 19% each year. of training. provide 20 days of training. Answer 85% of calls in targeted time. provide 14 days of training. Answer 90% of calls in targeted time. Turnover rates average 25% each year. of training. IN-HOUSE SUPPORT SUBCONTRACTOR SUPPORT Source: Cornell Source: Cornell The majority of global contact centers ByAnnaPapachristosandLorriCosentino 42% of organizations worldwide focus on dedicated resources and capabilites to customer experience in contact center. 62% of organizations worldwide view customer experience as a competitive differentiator in the contact center. Accuracy and quality of information (82%) and ease of interaction (73%) stand as the top priorities across global contact centers. Source: Deloitte Customer Experience

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