There's no good way to spin the statistics about call center performance. They're bad and getting worse.
As it does every year, Dimension Data Holdings PLC, an IT services firm in Johannesburg, South Africa, polled 300 companies in 30 countries about call center performance. The numbers are distressing.
The percentage of calls answered in less than 10 seconds fell nearly 12% over the period of 1997 to 2007, and the average time it takes to answer jumped 69%, from 23 seconds to 39. The percentage of calls abandoned by those tired of waiting for an agent more than doubled, from 6% of calls to 13.6%.
Humans solving users' problems dropped to 69% last year from 85% in 1997. Interactive voice response usage was up 158%, but that's because companies force IVR on users. The time it took help desks to reply to an e-mail went from 11 hours to 20.
Given all of the technology that CIOs have thrown at the call center problem, you'd think things would have improved. But it's not a technology issue; it's a management issue.
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Friday, July 25, 2008
On the Mark: Who's answering the phone in the call center?
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