March 7, 2014

The 2014 Statistics Are In

We previously posted some statistics on customer experience and call centers. Now, however, the latest results are in and there are fresh numbers to look over. These are not shocking, but do illustrate changes from where your Austin call center was and where it is going.

Statistics: Past Trends

These statistics were taken from 2013, or a combination of prior years. These illustrate the minor differences that occurred over the last year in customer experiences. Some of the more notable are:

  • 82% of customers noted quick resolution as the number one factor to quality service
  • 62% of customers switched providers due to poor customer service in 2013
  • 71% of online shoppers expected help within 5 minutes or less
  • 10% of costs decreased by increasing customer retention by 2%

Statistics: Predictions

Going through the past trends allows analysts to predict how the market is shaping. Through 2014 and beyond, you are going to be looking at an economy dependent on the customer experience more than ever before. You can see this in the statistics such as:

  • 63% of companies are spending more on customer experience in 2014
  • 51% of companies will increase staffing in 2014 for better customer service
  • Customer experience will make the sale, rather than price or brand, by 2020
  • 78% of companies will spend more on website development in 2013

Whether you are using an outsourced call center locally in Austin, or elsewhere, the experience your customers receive matters. This directly impacts the impression the customers have and whether you can retain them. Another surprising statistic found last year was that only one percent of clients feel their vendors are meeting expectations. Through the services we provide, we ensure we meet yours.