15 Critical 2013 Call Center Management Statistics

Posted by Kevin Levi on Aug 14, 2013 11:49:00 AM

Your call center is only as good as the customer experience it delivers, and a poor experience can lead to rampant customer defection - which is the very last thing you want to deal with.  We all know it costs upwards of six times more to secure a new customer than to keep an existing one. 

Here are some important call center management statistics to help you understand just how important it is to focus as much on your call center's customer experience as it is to focus on the product/service you deliver/support:

  1. 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. Source: Customer Experience: Is it the Chicken or the Egg, Forbes 
  2. 40% of organizations cite ‘complexity’ as the greatest barrier to improving multichannel customer experience. Source: Econsultancy MultiChannel Customer Experience Report 
  3. 13% of unsatisfied customers tell more than 20 people. Source: White House Office of Consumer Affairs, Washington, DC 
  4. 96% of unsatisfied customers leave without complaining. Source: Harris Interactive
  5. Just a 10% improvement in an enterprise's customer experience can translate into more than $1B in increased revenue and other benefits. Source: Forrester
  6. 15% of customers from American businesses defect due to poor customer service. Source: US News & World Report
  7. 90% of U.S. consumers still prefer to solve their customer service issues using the telephone. Source: fonolo.com
  8. A 2% increase in customer retention has the same effect as decreasing costs by 10%. Source: Leading on the Edge of Chaos, Murphy and Murphy
  9. Reducing your customer defection rate by 5% can increase your profitability by 25 to 125%Source: Leading on the Edge of Chaos, Murphy and Murphy
  10. The average business loses 50% of their customers every five years. Source: Harvard Business Review
  11. Top reasons customers leave: 68% because they are upset with the treatment they received; 14% are not satisfied with the product or service; 9% simply begin doing business with someone else; 5% seek alternative products/services or develop other business relationships; 3% move away; and 1% die.  Source: U.S. Small Business Administration and the U.S. Chamber of Commerce
  12. Globally, the average value of a lost customer is $243. Source: KISSmetrics
  13. Customer Loyalty can be worth 10 times as much as a single purchase. Source: White House Office of Consumer Affairs, Washington, D.C.
  14. It takes 12 positive service incidents to make up for a negative one. Source: Rudy Newell-Legner
  15. 68% of Customers leave because they think you don’t care about them. Source: Rockefeller Corporation

It is important to note that a good call center quality monitoring system can help your organization deliver the best service possible!
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Topics: quality monitoring, call center management, orecx

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