accelerate your ambition Ready for the digital future? Tony Smith, Dimension Data 24 September 2015
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accelerate your ambition
Ready for the
digital future?
Tony Smith, Dimension Data
24 September 2015
The Global Contact Centre Benchmarking Report
Annual global
research study
of multichannel
interactions and
the contact centre
Supported by over 30 of the world’s leading industry groups and associations
6 Core review areas spanning innovative strategies on operations
and technology to self- and assisted-service solutions
18 Years of trends, performance
analysis and best practice
techniques
Launched in 1997
By Dimension Data
Why are you adopting digital?
Part of omni-channel strategy for 37%
The Digital Future
70% to deflect calls and
save money
56% consumer appetite
for digital channels
54% to improve customer
experience
(NPS, CSAT etc)
Email Social media Internet andpeer to peer
Webchat Apps Video chat
Progress so far? – today
Progress so far? – 2016 90% 94%
43%
68%
45%
62%
33%
70%
26%
54%
Digital channel adoption
8%
24%
accelerate your ambition 5
Shift from voice- to digital-interactions 10 years ago no
web chat, smart
phone apps, social
media, and very little
email.
Today, digital
accounts for over
35% of all
interactions and
will overtake voice
in 2 years.
Telephone
IVR touchtone
IVR speech
Web chat
Social media - Facebook, Twitter, etc.
Smartphone application
SMS text/instant messaging
Video chat
Internet website (peer-to-peer systems) 2006
2013
2015
Role of Contact Centres is changing
Contact 2000s
Channel migration
for cost reduction
Broadening
channel access
1990s
Call Replacing
face-to-face
Provide improved
customer access
2010s
Multichannel Part of a
multichannel experience
Supporting other channels
- not always first choice
Omni-channel 2015 – 2020
Focused on resolving user
issues ‘in-channel’
Providing assisted support for
integrated digital channels
Telephone-based service
accelerate your ambition 7
Digital Customer Experience – not so good 78% say
customer
experience is No1
priority…
But customer
satisfaction has
fallen 4 years in a
row and is down
over 10 years
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
22%
14%
20%
27%
37%
10% 10%
6% 7%
21%
Social media Webchat SMS text IVR touch tone Email
What do customers think?... Don’t know
How do customers rate the effectiveness of your digital/assisted channels?
We don’t measure
Above average
39%
17%
9%
23%
Never Seldom Only whenimplemented
Quarterly
How are your digital channels performing?... Don’t know
How frequently do you review digital and assisted channel process
flows to improve effectiveness and customer satisfaction?
43% don’t review web chat
Contact centres
have to change to
meet the challenge
Digital is here to
stay
Organisations have to adopt
new technology and
innovative delivery models
to remain relevant and
competitive
Customer contact is
undergoing a
transformation
Go digital – or die
Customer Experience Management across voice and digital channels is the new mantra for contact centres
The next
five years… What will do most to reshape the
contact centre in the next 5 years?
1 2
Analytics –
to shape experience,
insight and productivity
Customer demands –
more interactions, more
channels
3
Changing customer
behaviours
4
Technology solutions
providing differentiation
What’s the
problem?
What are the greatest challenges to implementing
self-service and assisted service channels?
1 Integration of web, contact
centre and CRM systems
2 Demonstrating ROI for new channels
3 Integration between channels
4 Stretch on IT resources
5 It department support for change
79% say their tech infrastructure won’t meet future
needs and 40% that it doesn’t meet current needs
6 Keeping up with new technology
A way out?
23% 34% 34% drop in direct
ownership
have a
hosted/cloud
solution today…
that don’t are
planning it
Those that are using hosted/cloud agree
Provides access
to a single integrated
customer contact platform
It reduces cost Gives access to
new functionality
Improves flexibility Increased agility Enables compliance
with enterprise-wide IT
86% 89% 88%
81% 84% 91%
In summary….
Digital contact
is now a first
choice option – both for
customers and
organisations
Analytics voted No 1
factor to drive
personalisation and
channel strategies
based upon
customer
experienced and
cost of delivery
Digital
channels will
overtake voice, but interaction
volumes will grow
overall
Technology
dependencies will force improved
integration across
hybrid architecture
models (of hosted and
owned IT)
Go digital
or die
Analytics
hold the key
Rising IT dependency
driving cloud and
hybrid ownership
Operational growth
will be via non-voice
You’ll get
Free copy of the full report
Access to the Benchmarking Portal
A wealth of other material
… and an opportunity to benchmark
your performance against your peers
The survey for the 2016 Global Contact
Centre Benchmarking Report is open
To take part go to
https://2016.ccbmsurvey.com/?t=emuk
2016 report on its way –
get involved
accelerate your ambition 16
2015 Benchmarking Comparison Portal
Open to YOU from today
to 31 December
• Online access to all
2015 data
• Dynamic query by
country, size, industry,
CC type
• Historical trend data
• Export charts and
graphics
EXPERTISE AND
EXPERIENCE
GLOBAL
Experience
Technology solutions
supporting 7 billion
customer interactions
per annum worldwide
Insight
Global Contact Centre
Benchmarking report –
800+ participants, 79
countries over 16
years
Relevance
Merchants – our own
international BPO
business
Reach
Part of a world-
leading systems
integration business
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