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Five9 Study Uncovers Key Insights Into Contact Center Outsourcers' Strengths and Challenges, Spotlights the Value Cloud Solutions Bring to Outsourcers
Five9 Survey Reveals 80 Percent of Outsourcers Consider Delivering a Superior Customer Experience as Their Strongest Competitive Differentiator
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"Companies today often outsource their contact center operations because
they don't have the necessary internal resources or they have a strong
desire to focus on core competencies rather than maintaining a contact
center. This creates a tremendous opportunity for outsourcers to provide
significant value to clients; however outsourcing is not without its
challenges. Our recent survey uncovered some key insights into the
effort involved in running an outsourced contact center; what was really
clear is that in many cases leveraging cloud technology can make a big
difference in the success of an outsourcer."
--
Contact Center Outsourcer Survey Results
The survey underscores the need for outsourcers to leverage cloud technology solutions that are fast to deploy, easy for agents and supervisors to use, include robust reporting capabilities, incorporate workforce management features, and are reliable and scalable.
When asked what they considered to be their top competitive differentiator, 80 percent said delivering a seamless and superior customer experience that is in line with their client's brand, tops the list. There were several key factors outsourcers pointed to that help them achieve this:
- 77 percent noted hiring and training high-quality agents
- 50 percent said integrating their contact center solutions with a leading CRM system
- 48 percent claimed using advanced cloud technology
- 35 percent said tapping into a remote-agent workforce to get non-local, high quality talent
As an outsourcer, reporting
progress and success back to clients is essential to maintaining a
positive ongoing relationship. The
- Calls completed per hour (83 percent)
- Wait time (64 percent)
- Sales (61 percent)
- First call resolution (42 percent)
- Cases closed per hour (33 percent)
In addition to delivering great customer experiences and measuring
success, hiring,
training, managing and keeping agents is essential to any
outsourcer's success. The
When asked about their biggest challenges, being agile and scaling up for new campaigns and seasonality were on the list. Other challenges included:
- Scheduling agents (11 percent)
- Custom reporting for individual clients (23 percent)
- Increasing cost-per-acquisition of new customers (12 percent)
To review the survey data in more detail and view the
To learn more about how
About
All product and company names mentioned are the property of their respective owners.
Analyst & Media Contacts:
Meghan.Hammitt@Five9.com
or
Five9PR@shiftcomm.com
Source:
News Provided by Acquire Media