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The Customer Experience Can our contact centres deliver?
Engage Customer Summit
75%
of companies recognise Customer Experience as a competitive differentiator
But, Customer Satisfaction has fallen 4 years in a row
accelerate your ambition 5
Digital Customer Experience – not so good The perceived
impact of digital
channels on
customer
experience is not
positive and
sends a warning
sign to
enterprises who
‘Go Digital’ and
self-serve too
quickly
83.0 82.0
28.0
76.0 75.0
39.0
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
CSAT FCR Speed to answer (seconds)
2005
2015
Innovation
Channels
Smart phones
Social media
Digital
Shift to Digital
in customer service
accelerate your ambition 9
0
10
20
30
40
50
60
2006 2008 2009 2011 2012 2015 2016
2006
2008
2009
2011
2012
2015
2016
Forecast Actual
Sources: Dimension Data Global Contact Centre Reports 2006-2015
In 2 years call centres will be predominantly Digital
The proportion of
digital interactions
has grown steadily
over the last 8 to 9
years.
At current rates,
digital interactions
will overtake agent-
assisted by the end
of 2016.
Omnichannel
nirvana
accelerate your ambition 11
2012 pan-Indian 4G license acquired -
$2.2bn
In excess of $10bn Investment;
infrastructure, and organisational set up
Mission
“Empower the Indian people with
access to data and information,
eliminate the effects of distance
and create sustainable change –
achieved by creating a
movement not just a business.”
accelerate your ambition 12
The digital CS stack
Proactive
Self Service
Assisted
15%
25%
15% Assisted
Outlets
35%
5%
Community/Social-based
Voice
Digital
Face-to-Face
5%
Analytics
driving personalisation and predictive engagement
accelerate your ambition 14
1.7
18.4
24.2
25.9
29.0
32.8
33.6
37.9
43.3
52.8
Other
Agent capability and empowerment levels
Cloud (pay-as-you-use) hosted technologies
Live chat interfaces (e.g. via smart apps and social media)
Broader choice of integrated contact channels
Social media's evolution to a service channel
Technology solutions providing a service differentiator
Changing user behaviours (i.e. via improved mobileservices/access)
Customer demands
Customer analytics
Innovation and emerging trends
What three things do you think will do most to reshape the contact centre industry during the next five years?
n | 868
53% highlight
analytics as
doing most to
reshape the
industry in the
next 5 years
Changing
behaviours and
channel strategies
need to be better
understood
accelerate your ambition 15
Customer is
rarely, if ever -
right
Cross sell -
upsell
Process
improvement
Customer
call
Operational impact?
More (bright) people!
accelerate your ambition 17
8.4
17.7
25.5
25.5
41.2
73.8
87.0
16.0
12.3
16.4
30.3
33.6
18.0
6.8
4.8
5.4
6.7
41.8
24.9
7.9
2.1
70.3
64.3
51.1
2.3
3.9
Need to reshore will...
Need for offshore capacity will...
Outsourcing will...
Voice traffic will...
Headcount employed will...
Overall interactions (across all channels) will...
Non-voice traffic will...
Increase Stay the same Decrease Not applicable to us
Evolution of contact centre in next two years
How do you see your contact centre(s) evolving in the next two years?
n | 870
74% expect an
uplift in overall
interactions
resulting in 16% net
increase in FTE
requirements
as engagement
models evolve
beyond phone
centric stereotypes
Technology failing
badly …. And it could get worse
accelerate your ambition 19
36.8
51.4
53.8
49.7
58.3
54.2
47.9
39.6
48.9
50.4
22.0
26.9
23.0
27.5
15.8
21.1
21.3
17.3
18.7
19.0
41.2
21.7
23.2
22.8
25.9
24.7
30.8
43.1
32.5
30.5
Speech or text analytic systems
Interaction routing (distributor) systems
CTI applications
Workforce optimisation systems (recording systems etc.)
Business support systems
Self-service applications (e.g. IVR)
CRM systems
Social media monitoring systems
Knowledge management systems
Agent-assisted service applications (e.g. web chat, email, SMS)
Meets current needs Meets current and future needs Does not meet existing needs
How does technology meet current
and future needs?
How well do the following infrastructure items meet your current and future needs?
n | 675
At least 1 in
5 say
technology
doesn’t meet
current needs
(2 in 5 for social
media and
speech)
79% fear systems
won’t meet future
needs
accelerate your ambition 20
6.8
11.9
10.7
9.2
15.0
18.3
27.6
5.2
5.6
5.8
8.9
10.1
10.8
53.6
You rent it
Cross charge from other corporate departments
Contact centre is outsourced/co-sourced and technology ispart of the outsource/co-source agreement
It's provided by the telecommunications provider
Split of own and rent
It's hosted by an applications service provider (not by atelecommunications provider)
You own it
Current Planned
Technology provision/maintenance:
current and planned
How do you provision/maintain your contact centre technology (both infrastructure and applications)?
n | 674
23% drop
in direct
ownership
models
34% of contact
centres without a
hosted solution are
planning for it
How can we respond?
Three Questions:
1. How siloed is your organisation?
2. How customer centric is the culture?
3. Who’s up for changing the technology?
How siloed is your organisation?
The No.1 inhibitor to creating a joined-up
Customer Experience
How Customer centric is your culture?
If the whole organisation isn’t on the
same page – you’ll fail
Who’s up for changing the
technology?
Radical change of thinking for technology
The Digital Dilemma
CEO’s: Business Intent
52% say their organization has a digital business
strategy
CIO: Business Reality
66%
lack key skills and capabilities necessary for
digital business needs
Vs
Bimodal IT: Cost and efficiency + speed and innovation
Renovate the Core Exploit the New
Its about
Innovation
“Innovation distinguishes between a leader
and a follower”
Steve Jobs
“Most of us understand that innovation is enormously
important. It's the only insurance against irrelevance.
It's the only guarantee of long-term customer loyalty. It's
the only strategy for out-performing a dismal economy.”
Gary Hamel
About the
2015 Report 6 chapters,
450 data points,
100 charts
901 companies from 72 countries
globally contributed to this year’s research
86% in-house 14% outsourced
B2B/B2C customer service,
sales and IT service desk
12 industry sectors represented
Single point of reference spanning all aspects
of interaction management
Further information… 2015 Global Contact Centre Benchmarking Report
Contact us:
www.dimensiondata.com/ccbenchmarking
@DDContactCentres | #CCBenchmarking
Global Contact Centre Benchmarking Discussion Group
Dimension Data Contact Centres Showcase Page
