Menu
23/05/2008
'Hangin' On The Telephone' For UK Call Centres
A study has found that customer service levels at UK call centres have fallen in the past 10 years.
Dimension Data - the specialist IT services and solutions provider that carried out the research - found that the average time to answer the phone has increased from 23 to 38 seconds.
The 2008 Dimension Data Global Contact Centre Benchmarking Report also revealed that the best centres were in the travel industry while the lower ranked centres were in technology and the media.
The study of 300 worldwide centres including 59 in the UK found that "customer service levels had dropped signifantly".
Spokesperson for Dimension Data, Alex George said that the "the increase in demand, coupled with the need to contain costs, has put significant pressure on contact centres".
The report also found that customers are abandoning their call more quickly than a decade ago if it remained unanswered.
More than a third of all calls are now dealt by automated information or messages.
Grant Sainsbury, Practise Director, Dimension Data Americas said: "Ten years ago, enterprises were focused on improving service and moving away from face-to-face interactions toward a phone experience.
"Today, the reality is that the choice of channel varies and is dependent on the type of transaction."
In 1997, human voice transactions represented over 90% of a contact centre's activity. Today, that number has fallen to slightly over 50% of total call volume.
Call duration has also lengthened, in 1999, the average call duration was approximately 187 seconds. This year's average is now 239 seconds – representing a 30% increase.
It was also found that 38% of contact centre managers polled believed that a centre's ability to resolve a query during first call "is the most important factor in service improvement".
Mr George said: "Contact centres still rely on the standard efficiency metrics. Abandon rate is the most commonly used target with 90.1% of participating centres using it as a key metric, while only 63.4% of centres use First Call Resolution as a performance target. These findings indicate a discrepancy between what customers want and what contact centres focus their costs and energy on."
Dimension Data founded in 1983, was awarded 80 industry awards in 2007.
(DS)
Dimension Data - the specialist IT services and solutions provider that carried out the research - found that the average time to answer the phone has increased from 23 to 38 seconds.
The 2008 Dimension Data Global Contact Centre Benchmarking Report also revealed that the best centres were in the travel industry while the lower ranked centres were in technology and the media.
The study of 300 worldwide centres including 59 in the UK found that "customer service levels had dropped signifantly".
Spokesperson for Dimension Data, Alex George said that the "the increase in demand, coupled with the need to contain costs, has put significant pressure on contact centres".
The report also found that customers are abandoning their call more quickly than a decade ago if it remained unanswered.
More than a third of all calls are now dealt by automated information or messages.
Grant Sainsbury, Practise Director, Dimension Data Americas said: "Ten years ago, enterprises were focused on improving service and moving away from face-to-face interactions toward a phone experience.
"Today, the reality is that the choice of channel varies and is dependent on the type of transaction."
In 1997, human voice transactions represented over 90% of a contact centre's activity. Today, that number has fallen to slightly over 50% of total call volume.
Call duration has also lengthened, in 1999, the average call duration was approximately 187 seconds. This year's average is now 239 seconds – representing a 30% increase.
It was also found that 38% of contact centre managers polled believed that a centre's ability to resolve a query during first call "is the most important factor in service improvement".
Mr George said: "Contact centres still rely on the standard efficiency metrics. Abandon rate is the most commonly used target with 90.1% of participating centres using it as a key metric, while only 63.4% of centres use First Call Resolution as a performance target. These findings indicate a discrepancy between what customers want and what contact centres focus their costs and energy on."
Dimension Data founded in 1983, was awarded 80 industry awards in 2007.
(DS)
Related UK National News Stories
Click here for the latest headlines.
10 August 2012
MoJ Confirm Plan To Run Call Centres From Prisons
The Guardian has revealed a plan by the Ministry of Justice to set up call centres inside jails, as part of its work programme for prisoners. Details of the plans emerged after marketing material from an MoJ- supported company, which described the call centre scheme as a "rehabilitation revolution", were passed to the newspaper.
MoJ Confirm Plan To Run Call Centres From Prisons
The Guardian has revealed a plan by the Ministry of Justice to set up call centres inside jails, as part of its work programme for prisoners. Details of the plans emerged after marketing material from an MoJ- supported company, which described the call centre scheme as a "rehabilitation revolution", were passed to the newspaper.
06 May 2004
DTI report says call centres to create 200,000 jobs
Call centres in the UK are set to increase further according to a new report which predicts that an extra 200,000 workers will be recruited in the industry over the next three years. The Department of Trade And Industry report showed that the industry was “healthy” and had grown by 250% since 1995.
DTI report says call centres to create 200,000 jobs
Call centres in the UK are set to increase further according to a new report which predicts that an extra 200,000 workers will be recruited in the industry over the next three years. The Department of Trade And Industry report showed that the industry was “healthy” and had grown by 250% since 1995.
09 August 2006
Staff threaten strike over NHS job cuts
Staff at NHS Direct have warned that they may take strike action over plans to cut hundreds of jobs and close 12 call centres. The 24-hour nurse-led telephone and internet advice service for England is attempting to save £15 million by cutting jobs and closing the call centres.
Staff threaten strike over NHS job cuts
Staff at NHS Direct have warned that they may take strike action over plans to cut hundreds of jobs and close 12 call centres. The 24-hour nurse-led telephone and internet advice service for England is attempting to save £15 million by cutting jobs and closing the call centres.
07 April 2004
NTL to axe 1,500 jobs
Cable TV firm NTL has announced that it is to axe 1,500 jobs with the closure of 10 out of its 13 call centres across the UK. The closures, which will take place over the next 18 months, are part of a "business efficiency drive", the company said.
NTL to axe 1,500 jobs
Cable TV firm NTL has announced that it is to axe 1,500 jobs with the closure of 10 out of its 13 call centres across the UK. The closures, which will take place over the next 18 months, are part of a "business efficiency drive", the company said.
18 June 2013
Call Centres Featured In BBC Programme Fined For Nuisance Calls
Fines for nuisance calls have been issued to two companies, which recently appeared in the BBC Three series the Call Centre.
Call Centres Featured In BBC Programme Fined For Nuisance Calls
Fines for nuisance calls have been issued to two companies, which recently appeared in the BBC Three series the Call Centre.
-
Northern Ireland WeatherToday:It will be cloudy again throughout the day. Mainly dry in the morning, but patchy drizzle in places, becoming more widespread and persistent in the afternoon. Freshening southwesterly winds. Maximum temperature 12 °C.Tonight:Cloudy with a spell of heavy rain pushing south through late evening and the early hours, followed by some clear spells. Minimum temperature 6 °C.
