Contact Center Solutions Featured Article

Survey Studies Global Contact Center Performance: Part III

May 09, 2008

ICMI’s Global Service Index Report recently revealed the results of a survey developed and executed by OmniTouch International. This survey examined contact centers throughout the global industry to determine accessibility, service quality, engagement and their ability to generate revenue. The survey provided a clear picture of strong performers and those who could stand to do a little more work.

U.K. contact centers proved that while they were lacking in basic courtesy skills, they outperformed others in engaging the customer through more complex social processes. U.K. contact centers ranked 84 percent in overall engagement performance. A distant second place was Singapore, at 68 percent.

For those agents working in U.K. centers, they performed well using the customer’s name during the call as 90 percent were successful in this task. Another 90 percent portrayed attentive interest in the caller and 94 percent delivered solid provision of a solution. The ability to deliver a resolution on the first call was possible with 93 percent of agents.  

An interesting correlation exists between engagement values and fast answering speeds. U.K. contact centers delivered strong engagement skills as well as relatively fast answering speeds, indicating a link between the two to create interaction that is clearly identified and planned.

U.S. call centers came in a distant fourth in engagement performance at 65 percent. These centers performed very poorly at role-model behavior with 45 percent. A common thread with U.S. call center agents was a monotonous, scripted and robotic delivery, with only once exception as one call center performed rather high.

India proved to be the lowest ranking country in engagement performance, earning a low 52 percent. While 82 percent successfully used the customer’s name during the call, other engagement standards proved to be very weak, even with quick answering times.

In the case of Indian telecom centers, 24 percent of the interactions involved callers that commented that agents were not comfortable with English. In 20 percent of the interactions, agents greeted and started the conversations in Hindi, before proceeding in English.

In terms of revenue generation, U.K. telecom call centers performed highest overall in revenue generation performance at 76 percent, followed by U.S. centers at 68 percent.

U.K. centers were consistent in terms of asking customers to sign-up and offering upsell or additional incentive for signing up. The quality of the upsell in U.K. centers showed significant room for improvement as it came in at 65 percent, compare with Singapore at 100 percent, Australia at 91 percent, and the U.S. and China each at 80 percent.

U.S. call centers came in at 68 percent in overall revenue generation performance and only 60 percent in offering the upsell. The quality of the upsell, on the other hand, was much higher at 80 percent. Those agents that were comfortable enough to ask or the upsell tended to be excellent at the quality of their offer.

Those telecom call centers in Indonesia proved to be the worst at revenue generation, coming in at only 6 percent. There were no upsell offers at all and only 13 percent asked the caller for their business. In contrast, the speed of the answer in these call centers is very fast, indicating that these centers are more concerned with controlling costs than generating revenue.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Businesses: Ignore the Customer Experience at Your Own Peril

The customer experience is a hugely vital part of any business operation. Whether the customer is a regular person at the retail level or a business at the consulting level, the kind of experience the customer has while dealing with a business will often frame that customer's reaction to the idea of doing business with that company in the future. So how do businesses get that perfect customer experience that keeps customers coming back for more? [ Read More ]
08/27/2014

Social CRM Isn't an Option

Since the emergence of social media as a pseudo-legitimate form of communication (I say pseudo because of the varied, sometimes questionable, uses of such platforms, and also because of the injection of advertising in them), the issue for businesses has been how to effectively integrate the social channel into their existing customer contact technologies. [ Read More ]
08/27/2014

Forecast Shows Increased Business Activity in Call Centers Market

Global Industry Analysts, Inc., (GIA), a publisher of off-the-shelf market research, stated that its new global report on call center markets titled, "Call Centers: A Global Strategic Business Report" has revealed the revival of the global economy and an increase in business activity will help increase spending for call centers around the globe. [ Read More ]
08/26/2014

Hinduja Global Solutions Receives High Buyer Satisfaction Ratings

Hinduja Global Solutions Limited (HGS), a company that offers customer relationship and business process management solutions, recently announced that it scored highly on all parameters related to buyer satisfaction in Everest Group's annual report on the Contact Center Outsourcing (CCO) - Service Provider Landscape with PEAK Matrix Assessment 2014. HGS has also been positioned as a "Major Contender" in Everest Group's 2014 PEAK Matrix assessment. [ Read More ]
08/26/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!