Xerox federal customer care infographic

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Xerox federal customer care infographic

  1. 1. Constituent Care: Are government contact centers ready for cultural change? Federal contact center agencies are facing a seismic generational shift as an estimated 40 million baby boomers approach retirement and a growing number of millennials, whose communications needs are ever changing, enter the workforce. While commercial contact centers have seen success in advancing to a more informative, consolidated contact center with multiple communication channels, federal contact centers are lagging behind. Contact center consolidation is one of the primary ways to realize operational efficiencies and improve constituent satisfaction. Current Situation Baby Boomers Millennials Baby boomers, which represent the largest segment of the population, will generate an incredible volume of service and constituent care issues that need to be handled by federal contact centers. The shifting preference of the millennial generation’s communication methods is a challenge to any contact center. They are tech-focused and prefer digital forms of communication via channels like text messages, email, social media and online. 41% of consumers ages 18 to 46 prefer online customer service to the telephone. Today, there are almost 40 million people aged 65+ in the United States. That is almost 13% of the population. By 2030 there will be more than 72 million older persons making up 19% of the population. 76% of baby boomers agree with the statement, "Valuing my time is the most important thing a company can do to provide me with good online customer service.” Contact centers are segmented and have multiple phone numbers for consumers to call based on the department or service needed. 25% of consumers use one to Calls O two channels when seeking customer care and 52% of consumers use three or four channels. nly Social Em ai ls C h a t Many federal agencies have dozens of help desks operating independently across various states. 40% of organizations cite ‘complexity’ as the greatest barrier to improving multichannel customer experience. One St op Sho p Looking Ahead Consolidate to a Virtual Space Workforce advancements like at-home agent cubes can be shipped to a home, equipping an agent with the necessary tools to provide customer care in a secure, convenient and more economical environment. One-Stop Shop Recent IT advances allow customer contact centers to automate and assimilate into enterprise service desk platforms that use multi-channel contact tools such as phone, email, text, Web, mobile devices, or through self-service tools and agent assisted responses. The number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%, one of the strongest expansion levels of any outsourcing market sub-segment. Today, 33% of contact centers provide social media contact channels. What’s Possible Resource costs represent between 60% and 70% of the average contact center operations budget: • People / Structure – 10-20% Savings • Process / Operations Improvements – 10-15% Savings Constituent Satisfaction With improving IT, agencies can now monitor, track progress of tickets, and analyze end-user customer satisfaction to a degree that was not possible in the past. Source: Forrester Research, 2013, “Understand Communication Channel Needs To Craft Your Customer Service” Source: http://www.parature.com/multi-channel-customer-service-mythbusters/ Source: Deloitte Consulting, 2013 Global Contact Center Survey Source: http://assistedliving.about.com/od/startingabusiness/a/agingtrends.htm Source: Econsultancy MultiChannel Customer Experience Report Source: Ovum, Home-based Contact Center Agents Rapidly Becoming Mainstream With over two decades of experience in customer care and contact center solutions, Xerox is innovating so you can deliver simpler, better public service. What else can we do to simplify customer care? Join the conversation: follow @XeroxGovService on Twitter to share your thoughts. ©2013 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries. BR8401 • Technology – 5-10% Savings • Facilities – 5-9% Savings

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