Aberdeen: Contact Centre Still on Top
Posted by Ryan Poissant on August 3, 2010 · 2 Comments
Even with all of the service options available to customers, the contact center continues to be the channel of choice for support. According to the Aberdeen Group’s latest benchmark on Multi-Channel Service Delivery, the contact centre still handles 35% of incoming requests and accounts for more than a quarter of all service issues resolved.
Interestingly, social media accounts for approx. 6% of all incoming requests, but less than 1% of all issues are actively resolved via social media.
Other findings:
- Nearly 8% of all issues are resolved through self-service channels
- 4% of issues are resolved via online search engines
- Mail/fax still makes up 10% of all inbound requests
Agent Productivity Gains
The research found that best-in-class organizations have achieved an average 38% increase in support agent productivity over the past 12 months compared with a 6% increase for all other organizations.
The full report via sponsored access can be found at: http://www.aberdeen.com/aberdeen-library/6389/RA-multi-channel-service-delivery.aspx
Tags: contact center, customer service
Mark Turner
August 30, 2010
So that channel list accounts for about half of all service issues – how are companies solving the other half?
Ryan Poissant
August 30, 2010
Mark,
The report lists the top channels for:
Incoming Requests: 1- Contact Center (35%), 2- Other Email (15%), 3 – Web Query (11%), 4 – Physical Location Customer Service Desk (11%) and 5 – Mail/Fax (10%)
Issue Resolution: 1- Contact Center (26%), 2 – Field Service (20%), 3 – Email (14%), 4 – Remote Support (9%), 5 – Customer Service Desk (8%)
Hope that helps.
Ryan