CSM Magazine

DECEMBER 4, 2023

A recent survey reveals that a significant 75% of investors believe companies should prioritize addressing ESG imperatives, even if it means foregoing short-term profitability. Moreover, benchmarking against industry standards offers insights into their ESG performance, highlighting areas of excellence or improvement.

Government 105

Government Morale Finance industry standards 105

TeleDirect

AUGUST 10, 2022

At TeleDirect, we’ve been working in the call center outsourcing industry for two decades. Whether you work in healthcare , insurance or any industry that utilizes BPO services, when it comes to measuring call center performance, you can trust us. What Are the Call Center Metrics Industry Standards?

Call Center 62

Call Center Metrics First call resolution industry standards 62

PeopleMetrics

JANUARY 15, 2020

NPS is a simple and powerful metric and is fast becoming the industry standard for measuring brand loyalty. Are different surveys needed for different touchpoints? You do not need separate surveys for every touchpoint. Is NPS the right metric?

Banking 54

Banking industry standards Surveys Benchmark 54

Call Experts

JULY 27, 2023

At Call Experts, we routinely hit industry standards and have even received Platinum certification from our industry partner ATSI. In this blog, we will explore how contact centers have transformed the industry and discuss the key metrics that should be tracked to ensure continued customer satisfaction.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

3CLogic

SEPTEMBER 24, 2021

They’re also fielding thousands of calls each day and attempting to maintain the industry standard of responding to 80% of customers within 20 seconds. A recent ICMI survey reveals that 55% of contact centers saw an increase in customer interactions from 2020 to 2021, along with an increase in contact complexity.

Customer Experience 59

Customer Experience First call resolution Contact Center industry standards 59

Hodusoft

JULY 16, 2021

Over 50% of customers across all age groups prefer phone communication to reach out to a service team, making it the most-used channel for customer service, a survey by Zendesk found. HoduSoft offers both products under the brand name HoduCC, which incorporates a host of features and advanced techniques used in the industry.

Contact center software 52

Contact center software Contact Center Call Center Interactive Voice Response 52

Fonolo

FEBRUARY 9, 2023

Whatever the story is, clearly we need to approach this “standard” with skepticism. A 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 142

Service level Call Center Abandon rate Metrics 142

delighted

OCTOBER 11, 2019

The second method determines what a good NPS score is with respect to your industry. Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors. Promoters are those who answer 9 or 10 on an NPS survey. Passives are customers who answer 7 or 8 on an NPS survey.

Benchmark 46

Benchmark Surveys SaaS Feedback 46

Calltools

AUGUST 19, 2020

This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. There is no one way to determine customer satisfaction, but surveys delivered right after the call can be effective.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

Tenfold - Contact Center Blog

JULY 12, 2018

Their people get free healthcare, free coffee and vending machines, fun and colorful places to lounge and take a nap. A 2016 Job Satisfaction survey from the Conference Board showed that 50.4% For example, a training based on industry standards is a must. Why is this so important?

Contact Center 66

Contact Center Management Coaching Call Center 66

Fonolo

JUNE 9, 2014

Whatever the story is, clearly we need to approach this “standard” with skepticism. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. Another approach to take is to look at the standards guides published by COPC which some in the industry use as benchmarks.

Service level 96

Service level Call Center Abandon rate Metrics 96

SmartKarrot

APRIL 17, 2023

You can measure the ROI of chatbots by conducting customer satisfaction surveys and comparing the results before and after the implementation of the chatbot. Customer satisfaction: Chatbots can improve customer satisfaction by providing 24/7 support and instant responses to queries.

Chatbots 10

Chatbots Scripts Enterprise Personalization 10