Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. The Case against Service Level as “North Star”.

Service level 57

Service level Surveys Abandon rate Call Center 57

Fonolo

JANUARY 4, 2022

Source: Deloitte: Contact Center Survey. 5 Popular Customer Service Benchmarks. billion in 2019. 30% of consumers say not reaching a real human is the most frustrating part of a bad customer service experience. 77% of consumers report having used a self-service support portal. Source: Forrester. 66% of U.S.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

Fonolo

APRIL 4, 2023

Source: Deloitte: Contact Center Survey Increasing customer retention by just 2% has a similar impact as decreasing costs by 10%. Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy 5 Popular Customer Service Benchmarks On average, a 1% improvement in First Call Resolution (F.C.R.) billion in 2019.

Contact Center 81

Contact Center Customer Service Call Center Chatbots 81

Fonolo

JUNE 9, 2014

And although an 80/20 service level is still the most common for contact centers, that doesn’t tell the whole story. A recent report by Natterbox, NICE InContact, Jabra, and Serenova that surveyed 250 contact centers found that there are, in fact, a wide range of service levels in use today, ranging from 50/40 to 100/180.

Service level 96

Service level Call Center Abandon rate Metrics 96