Outsourcing Outlook in 2013

Going by the statistics, among 25 job holders in America, one is within the contact center industry. – Isn’t it a little thought provoking?

What do you think is in store of the contact center future? What do you think will happen to the outsourcing industry in 2013? What are the changes they are going to experience this year and in near future?

Well, Fusion is a leader in the contact center services shares their list of compelling statistics, which are going to shape the outlook of the outsourcing world in 2013 and coming years.

Check out the 13 compelling statistics to shape the future of outsourcing –

Self-Service and Call Automation Process

  1. Number of customers who prefer automated Self-Service has doubled to 55% in the last five years.
  2. IVR system accounts for one-third of the total call experience. However, presently only 7% of them offer a better experience than live agents.

Self-service keeps on growing every minute and changes the customer preference. Customers expect immediate service and satisfaction. Customers in the recent years expect instant gratification when it comes to customer service. They are savvy with the tools and provide immediate communication. They are not going to stay on hold. In 2013, you have to live up to their expectations. Employ artificial intelligence to make the self-service smarter and faster!

Customer Service

  1. In this negative economy, customer experience is the highest priority and among customers, 60% is ready to pay for a better experience.
  2. 86% of the customers quit the business for a bad customer experience, 89% shifts to the competitor for a poor customer service, 59% tries a new brand for a better experience.

Customer Experience Impact

Three things that you need to improve the outsourcing outlook in 2013 are:

  • Cross selling and up selling – (by 32 %)
  • Customer satisfaction – (by 33 %)
  • Customer retention – (by 42 %)

You cannot ignore the customer service and its aspects and if you neglect the quality of your customer service, then you will lose all the key consumers to your competitors. We at Fusion know our key customers who are ready to pay for better service and superior experience. So, we serve them in the best possible way.

Quality and Performance Assessment

  1. According to the Forester Research, 31% of the organizations closely monitor the interactions with their target customers.
  2. According to the A Saddletree Research Paper, done in 2012, 92% of the contact center leaders see high value in the sharing metrics that too in real time with the front-line agents.
  3. Only 31% of the organization, according to the Forester Research gets rewarded for their services across different companies.

Top 5 five metrics shared in real time, can fetch high values include:

  • Calls in Queue
  • Customer Satisfaction
  • First Contact Resolution
  • Service Level
  • Schedule Adherence (Not given in order)

These stats show how companies need to pay more attention to agent quality and performance management in 2013, to maximize the potential of their employee. During this year, we need to employ the agents with real-time performance metrics and information. Most of the contact centers in 2012 failed to maintain their quality due to less customer insight from multiple siloed systems and applications to share the data.

The deployment of real time performance management software in 2013 will let you consolidate metrics from multiple contact centers and business applications. Another solution is the workflow automation and embedded analytics with QA solutions to help the customers and increase the revenues.

Multi-Channel Networks

  1. Other than the phone, we have other service like to chat, use web self-service that accounts around 30% of the customer service engagements. 25% of the customers seek the help of one or two channels and 52% uses three to four channels.
  2. In the United States 21% of the online shoppers like to have a live chat and 23% uses their phone and most of the crowd prefers to engage though emails, say around 54%. (This statistic is affirmed by the Bold Chat Group)

In 2013, the contact centers are going to use many channels to reach out to their customers. As they have to give 24-hour support, so they may consider any channel of communication. Example, number of business and contact centers are implementing live chat to meet the rising demand.

Social Media

  1. 50% of Facebook users and 80% of Twitter users expect to get a response to their customer service inquiry within a day. Failure to respond to the social media channels can increase the churn rate by 15%.
  2. Customers since 2009 have been interacting over the social media channels. They are able to receive follow-up from the company, with 20% better and smarter contact center experience.

Social media boost customer satisfaction. Therefore, the contact centers have to be fast and must interact with the customer immediately or share their positive experience just with a click of a button.

Cloud

  1. According to the DMG Consulting, by 2015, 18% of the contact centers are going to deliver cloud based contact center solutions.
  2. Around 57% of the users feel that the use of cloud computing has increased their security, if we compare the traditional methods for computing against the data backup.

Many of the contact centers by 2013 are going to change their call center environment with the use of cloud and finally contribute to the escalation of various processes.

These statistics are not only going to prove the changing outlook of outsourcing in 2013, but also show what transformations a contact center must achieve to make themselves proactive. Call center armed with right solutions is going to reap bigger productivity in future.