Do you know about the most important customer service statistics for call centers? If you’re not sure, TeleRep is here to tell you how superior customer service can generate returning customers, loyalty and higher profits for your business.
With the appropriate customer service statistics of interaction channel preferences, customer expectations, and consumer attitudes, your business could support and contact center priorities to guide your strategy moving forward.
When customer service centers provide extraordinary support, your consumers will respond more positively about your products and services. In the current business market, 49 percent of consumers believe most businesses do not provide great customer support. By having the right call center agents and technology, you will give your business the perfect opportunity to differentiate itself from its competitors by providing better customer service experiences.
Over 80 percent of consumers want to talk to a professional agent on the phone to resolve their issues concerning products and services.
With a call center, your business will have access to contact center metrics to continuously improve customer satisfaction. Consumer Demands have shifted the contact center metric priorities. The following are the current percentages of the contact center metrics for customer satisfaction:
-Customer Satisfaction Rating (59%).
-First Call Resolution (43%).
-Cost Per Call (36%).
-Speed to Answer (33%).
-Call Abandonment Rate (30%).
-Average Call Duration (23%).
-Call Transfer Rate (16%).
Focusing on these concerns will make your business become a reputable customer service leader as you learn how your customers define excellence.
With TeleRep’s innovative new technologies and skilled agents, we will help your business gain a competitive edge through great service centers.
TeleRep is a Maryland company specializing in customized call center services. We can record what the caller is responding to, the time and date. You can use the report to see what turned into sales and manage easily your marketing profitability. We can do follow up calls to get buyer feedback and post comments to your social media sites. We also provide services to companies with a marketing department that needs help taking calls, processing and managing data from marketing pieces or TV commercials. This includes tracking companies’ marketing spending as well.
We are never outdated or inadequate because we consistently use the latest technology to best serve you.
Tags: Call Abandonment Rate, Call Transfer Rate, Consumer Demands, customer service centers, customer service statistics, facebook, generate returning customers, How To Use Customer Service Statistics To Gain A Competitive Edge, TeleRep