Improving the Australian Contact Centre 2018
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The final of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts explore and discuss; operational performance, CX measurement, and staff management and engagement and help sort out what the above mean for businesses and the industry. The most common service level target for inbound calls is now 80% of calls answered in 30 seconds or less (37%). There is now much more variation in service level targets compared to the trend of 80% of calls answered within 20 seconds that was used most in recent years. Fifth Quadrant’s Head of Consulting, Stephanie Bauer and Michael Stelzer, Vice President ANZ Verint take a peek behind the data to expose the opportunities available to your organisation.
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Improving the Australian Contact Centre 2018
- 1. Australian Contact Centre Industry Benchmark Report: Webinar 3: Improving CX in Contact Centres May 2018 Supported By:
- 3. 3 What’s included in today’s webinar: 1. Operational Performance - how does this impact CX outcomes? 2. CX measurement - what customer’s have to say 3. People management and engagement - the impact to CX outcomes Today’s Agenda Supported By:
- 5. 5 29% 29% 23% 13% Government, Health and Education Financial Services Services including Utilities and Telcos Consumer Products Methodology • Contact Centre Managers and Executives, with responsibility for contact centres throughout Australia completed the questionnaire in September 2017. • A total of 143 respondents completed an 30 minute online questionnaire. • The sample included respondents across a wide range of industry segments, which have been grouped for analysis as detailed below. Includes: Banking, Finance & Insurance Includes: Information Technology, Utilities, Telecommunications, Transport, Hospitality, Entertainment, and Professional Services Includes: Manufacturing, Retail & Wholesale Includes: Government, Health, Education & Not for Profit
- 7. 7 Base: All respondents: n=143 D1. What is your current Service Level Agreement (SLA) for inbound calls? n=143 Service Level Target for inbound calls 16% 37% 7% 31% 90% calls answered in 30 sec and under 80% calls answered in 30 sec and under 70% calls answered in 30 sec and under Other *Other (please specify); “Varies by queue, 80% in 120 sec, 80% in 70 sec, 95% in 30 secs, 80% in 60sec, ASA 60s, 80/60, 80% calls in 240 sec, Average speed answer less than 65 sec, 80% in 120sec, 75 in 30 sec, 80% calls answered in 6 mins, 75% calls answered live (not voicemail), 80% in 210 sec, 80% within 50sec, 80% of calls 50 sec, 80% in 60sec, 83% of calls in 60sec, 82% in 30 sec, 80% in 40sec, 80% in 180sec,75% in 25 secs, 90% in 60sec, 80% in 300 sec,85% in 60 sec, 70% in 60 sec, 80% in 90 sec.” 30sec 20sec 10sec 6% 3% 8% 30sec 20sec 10sec 15% 22% 1% 30sec 20sec 10sec 7% 0% 0% Service Level Target– Inbound Calls
- 8. 8 Base: All respondents: n=143 D5. For each of the following Key Performance Indicators (KPIs) for telephone interactions, could you please indicate your contact centre’s actual performance for the past financial year? n=115 Government, Health and Education Financial Services Services including Utilities and Telcos Consumer Products % answered within SLA 75% 73% 78% 76% First contact resolution 78% 78% 75% 70% <20 seats 20-99 seats 100 + seats % answered within SLA 82% 73% 75% First contact resolution 74% 77% 78% Performance To Target – Inbound Calls 76% First Contact Resolution 76% Percentage of inbound calls answered within the Service Level Agreement
- 10. 10 Base: All respondents: n=143 D2. What is your current Service Level Agreement (SLA) for email enquiries? n=129 57% 8% 12% 10% 12% 100% emails resolved within 48hrs or less 90% of emails resolved within 48hrs or less 80% of emails resolved within 48hrs or less Other We do not set a target 48hrs 24hrs 4hrs 2hrs 25% 21% 5% 6% 48hrs 24hrs 3% 5% 48hrs 24hrs 9% 3% Service Level Target - Email
- 16. 16 Call Performance Needs Improving 1. The most common service level target for inbound calls is now 80% of calls answered in 30 seconds or less (37%). However there is now much more variation in service level targets compared to the trend of 80% of calls answered within 20 seconds that was used most in recent years. 2. Actual performance for inbound calls is currently 76% of calls answered within a defined service level target. With lower service level targets in place for many organisations and performance tracking below target, it is critical that investment is re-directed to phone interactions, especially for organisations in a competitive market where consumer preference continues to be voice interaction. 3. Interestingly, performance for non-voice channels is either at or above service level targets, again demonstrating a sub-optimal approach to managing phone interactions which continues to be the primary customer interaction channel.
- 17. 17 Greater Complexity Increasing Costs 1. Organisations are reporting that first contact resolution (FCR) is highest in the webchat (88%) and social media (86%) channels, perhaps due to the lower complexity of enquiries typically handled via these channels. 2. The overall FCR rate for phone interactions is now 76% which has reduced from 84% in previous years. 3. For email, current performance is 78% which has also reduced from 90% in recent years. This reduction in performance may in turn be a result of the increasing use of non-phone channels for less complex enquiries while phone and email channels are used to resolve more complicated queries. As FCR is a critical measure of operational effectiveness and a driver of repeat contact and therefore operating cost, it is important for organisations to focus on improving FCR performance.
- 21. 21 Base: All respondents: n=143 G1. For the last financial year, approximately what percentage of your contact centre’s customer interactions were complaints (inbound and outbound)? n=83. <20 seats 20-99 seats 100 + seats % of interactions were complaints 5% 6% 2% Government, Health and Education Financial Services Services including Utilities and Telcos Consumer Products % of interactions were complaints 4% 2% 5% 12% 0% complaints 1% 2% 3%-5% 6%-10 % 11+% 8% 47% 12% 19% 5% 8% Complaints Handling 5% Percentage of interactions were complaints
- 22. 22 3. People
- 25. 25 Base: All respondents: n=143 H7. for the last financial year, what was the average number of days per annum a full time agent was not present in your centre due to sick leave? n=112. <20 seats 20-99 seats 100 + seats Mean number of days full time employee on sick leave 10 days 11 days 11 days Government, Health and Education Financial Services Services including Utilities and Telcos Consumer Products Mean number of days full time employee on sick leave 12 days 13 days 10 days 9 days Absenteeism Median number of days full time employees on sick leave 9 days Mean number of days full time employees on sick leave 11 days
- 26. 26 Base: All respondents: n=143 I1. How many days training do new inductees receive prior to starting work in the contact centre? n=140. I2. For new inductees, after they have completed their induction training, what is the average speed to competency n=135 Mean <20 seats 20-99 seats 100 + seats Induction days 15 14 17 Speed to competency (weeks) 9 8 10 Mean Government, Health and Education Financial Services Services including Utilities and Telcos Consumer Products Induction days 13 19 15 12 Speed to competency (weeks) 8 9 11 8 New Agent Training New inductees average speed to competency after induction training 9 weeks Days training new inductees receive prior to starting work 15 days
- 27. 27 Base: All respondents: n=143 H2: As proportion of total number of agents in your contact centre, what percentage of your agents are home based agents? And what percentage do you expect to be home based in 12 months time? n=143 *The term home-based agent refers to agents who work from home with real time telephone and computer access to information required to handle customer enquiries as part of a virtual contact centre team. Home Based Agents 8% 14% 2017 2018 Mean % of those that are home based 2017 1-2% Home based 39% 3-5% 26% 6-19% 17% 20% + 17% 2018 1-2% Home based 16% 3-5% 14% 6-19% 38% 20% + 32%
- 28. 28 People Challenges and Cost to CX 1. The average tenure of full time contact centre agents is currently 3 years, 9 months. This has remained relatively static compared to previous years as has full time agent turnover at 19%. The cost of replacing and training staff remains the most significant cost to operations in the contact centre industry. 2. Accordingly, organisations are focusing on alternate approaches to retain staff with more flexible work arrangements, including an increased use of home based agents. This year 39% of contact centres with home based agents make up between 1-2% of the workforce. Next year 38% of contact centres expect to increase the proportion of home based agents to between 6-19%. This trend would provide organisations with access to a wider and more diverse candidate pool that may not have considered contact centre careers previously which may in turn potentially decrease agent turnover and therefore overall operating costs.
- 30. The 2018 Fifth Quadrant Contact Centre Benchmark Report Is Now Available To order your copy of the report Visit: www.fifthquadrant.com.au This report & webinar were generously supported by: www.auscontact.com.au www.verint.com www.flamingo.ai Contact Our Team: Stephanie Bauer Head of CX Consulting sbauer@fifthquadrant.com.au Supported By:
- 31. Australian Contact Centre Industry Benchmark Report: Webinar 3: Improving CX in Contact Centres May 2018 Supported By: