With customers worldwide becoming more and more tech-savvy every year, companies are looking for ways to become more reachable, ensuring that their market sees them as dependable brands that can keep up with their demands.
Offering 24/7 customer support is one good customer service component and one of the first factors that will drive repeat buyers. Besides availability, customers consider channels in deducing “good customer service.” In fact, 93% of customers are more likely to purchase if brands provide excellent support service.
Customers are now paying more attention to how companies communicate with them. Hence, the customer service industry keeps evolving to cater to these changes. You should know the vital statistics about the progressing sector and emerging customer service trends to stay updated. Read our comprehensive infographic below and learn how to maximise these ideas for your business.
Call Centre Customer Service Statistics and Trends to Know
The Role of Call Centre Customer Service
Call centres cover various tasks, including customer care, assistance, troubleshooting, or simply forwarding calls. They serve as the front line of your company in providing excellent customer service.
Customers don’t have to wait in line for long when the business they interact with has call centre customer support. With today’s technology, it’s as easy as sending an email and anticipating a call within a few hours.
Here are the other roles of customer centre service that will benefit your business.
Establishes client relationships
Customers always have questions when buying a product or service for the first time. With effective and efficient call centre tools, your customer service alleviates some of their worries by providing the appropriate pre- and post-customer care assistance, especially if any problems arise. As a result, customers begin building trust in your company.
Improves business productivity
Every business aims to maximise production. By offering a 24/7 call centre service, you’re sure all customer service calls, whether client request, inquiry, scheduling appointments, and technical issues, are received and addressed.
Offers competitive advantage
Offering effective and round-the-clock services makes you a more attractive choice than competitors. Since you can’t expect customers to contact you solely during your open hours—especially international customers—offering 24/7 customer service coverage enables you to draw in more prospective clients.
Saves operational expenses
The ability to save money is perhaps the most significant benefit of having an outsourced call centre team. Partnering with a professional call centre company lessens the necessity for other overhead expenses an in-house group needs, such as workspace, monthly payroll, and other benefits.
Prevents opportunity losses
Calls are sales opportunities that you don’t want to miss. This volume increases when your business answers all incoming calls. Having a contact centre partner that prioritises calls keeps your customer’s wait time to a minimum, aiding your sales management and preventing opportunity loss. It enables potential clients to contact your business whenever they want and obtain pertinent information.
Future-proofs your business
Customers always want superb customer service round-the-clock, which is why some may favour chat services more. Contact centre companies are experimenting with artificial intelligence (AI), chatbots, and speech recognition software to improve the consumer experience, increasing the chances of repeat transactions.
With technology continuing to develop, your call centre partner easily ensures that your business stays up-to-date with the latest advancements in the industry, putting you at the forefront of innovation.
Key Call Centre Customer Service Statistics
The global customer service market is continuously changing, and it’s only projected to continue to grow. Here are some notable call centre customer service statistics that will help you gauge where the market is.
The global market for call centres is projected to hit $607.6 billion by 2027.
Despite the collective fallout of COVID-19 in most industries, experts predict that the worldwide market for call centres will increase at a compound annual growth revenue (CAGR) of 6% between 2020 and 2027, reaching a revised size of $607.6 billion.
76% of consumers say they’ll stick with a brand if they feel appreciated.
When a business makes its customers feel valued, 76% of buyers say they would continue doing business with them, 80% say they’ll spend more money there, and 87% say they’ll suggest it to friends and family.
Ultimately, you must decide what to do, offer, or change to make your customers feel valued and satisfied. Consider both your business’s and your customers’ values, as excellent business operations go beyond customer service and simplicity of purchase.
44% of customers who wait for 5-15 minutes start feeling frustrated, irritated, or angry.
Wait times are one of the most notable call centre metrics, and long wait times are a prevalent example of poor customer service. In a 2021 Replicant survey study, 70% of respondents claimed that speaking with a live person is now more challenging than at the start of the COVID-19 pandemic.
Meanwhile, 82% of customers claim that customer service is worse now than before the pandemic due to staffing problems.
With a compound annual growth rate (CAGR) of 25.7%, the call centre AI business is estimated to rise to $5.57 billion in 2027.
The worldwide call centre AI customer support market size increased from $1.78 billion in 2022 to $2.23 billion in 2023, hailing a CAGR of 25.3%. Experts project this number to reach $5.57 billion in 2027.
This report considered the impact of worldwide phenomena on the AI call centres market, such as COVID-19 and the Russia-Ukraine war. In fact, the Russia-Ukraine conflict hampered the possibility of a global economic rebound for this innovation. The war has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe.
78% of customers will return to a business after a mistake if the customer service is top-notch.
Customer and business relationships grow when they’re nurtured. The function of customer service goes beyond fixing problems. When done compassionately, customer service benefits your business by regaining lost faith.
In fact, 91% of clients claim they’re more likely to make another purchase after an excellent customer service encounter. Good customer service is quick, seamless, personalised, and genuine.
Emerging Trends in Call Centre Customer Service
Businesses are at the forefront of these innovations as the world adapts to technological advancements. Here are some emerging trends in call centre customer service you need to take note of:
Improving omnichannel support
Today, almost all consumers own multiple devices. They long for the flexibility to engage with a business wherever they are and on their preferred communication channel. Your customers deserve a personalised and consistent experience regardless of their chosen medium.
Omnichannel communication aims to standardise service delivery by combining all consumer conversations, creating a seamless and uniform experience across devices and communication channels. A well-planned omnichannel strategy makes it simple for customers to move across a company’s touchpoints.
Pushing for self-service features
Not all client inquiries call for human intervention. Customers are asking for contactless, self-service solutions to reduce the amount of human interaction. As it happens, a sophisticated self-service facility can allow users to search for the solution.
In the Global State of Customer Experience 2022 survey by CXNetwork, 52% of consumers said they prefer self-service options because it lets them solve issues on their own using tutorials and gather in-depth answers to their frequently asked questions (FAQs). As a result, the consumer journey then experiences less friction.
Some examples of self-service customer support tools include:
- Knowledge bases
- Forums
- Chatbots
- FAQ pages
Continuing to support a remote workforce
Purchase mishaps require a lot of assistance, and once you exceed capacity, your business can’t handle any more silent queries. As an aspiring industry leader, you must prepare for subsequent crises. Contact centres maintain their size by using remote alternatives and flexible workforce methods.
The appeal of remote work is its capacity to go beyond what is possible in a regular call centre. Utilise the service capabilities of cloud technology and give your company a flexible way to send out emergency personnel when necessary. This way, you can instantly pivot and scale your support capacity to overcome customer challenges, no matter the extent of the influx.
Improving flexibility with cloud communication
Cloud technology is the only method to guarantee a risk-free and seamless transition as the globe evolves toward remote and hybrid work models. In 2023, investments in public cloud services could total about $600 billion.
Cloud communication technology is a helpful tool that allows remote agents to operate from any location and assists you in providing round-the-clock customer care by allocating rotational shifts. Additionally, cloud computing is a significant contact centre trend that aids you and your support team in creating an agile workflow and managing high call traffic.
Adopting recall technology
Altough mistakes are inevitable, advances in filtering technology have made it possible to prevent communication mishaps from damaging your brand’s reputation. Many organisations use recall technology in call centres to weed out unreliable or undesirable conversations.
A study shows that 83% of call centres prioritise AI, with 54% of CEOs attesting to its efficacy. Call centre employees may easily spot and prevent incorrect and faulty messages from reaching customers thanks to recall technology.
Businesses retain accuracy in every discussion with the use of recall technology. Even though it extends transmission time by a few minutes, it maintains conversation flow without lowering consumer satisfaction.
Personalising the customer experience
Modern call centre software assesses consumer behaviour based on previous service requests or inquiries. You may use this information to meet your client’s demands and personalise their experiences.
Significantly increase customer loyalty by offering a tailored customer experience, especially since 71% of customers say they want to subscribe to tailored interactions. Personalisation also improves customer experience measures, such as customer satisfaction and retention rates.
The Future of the Call Centre Industry
Customers are becoming more vocal about what they want and ensuring that brands listen. Stay on top of their needs and earn their loyalty by paying attention to how they express themselves. Have your lines open at all times and maximise your call centre customer service tools so you can gain more productive interactions with your audiences and boost your brand image.
Remember, staying informed about the figures and trends in your industry is vital to ensuring steady growth for your business. Look into a call centre partner with an excellent reputation in the industry when handling customer service and more.
Select VoiceCom is a call centre in the Philippines that offers full-suite contact centre services to help you handle all customer concerns while scaling your business growth. Contact Select VoiceCom today to learn more!