Five9 Study Uncovers Key Insights Into Contact Center Outsourcers’ Strengths & Challenges, Spotlights the Value Cloud Solut...
02 Dezembro 2014 - 11:00AM
Business Wire
Five9 Survey Reveals 80 Percent of Outsourcers
Consider Delivering a Superior Customer Experience as Their
Strongest Competitive Differentiator
Five9, Inc. (NASDAQ:FIVN), a leading provider of cloud contact
center software, today announced the results of its recent survey
of leading, US-based contact center outsourcers, revealing
interesting insight into how outsourcers compete, manage staff and
work with clients.
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“Companies today often outsource their contact center operations
because they don’t have the necessary internal resources or they
have a strong desire to focus on core competencies rather than
maintaining a contact center. This creates a tremendous opportunity
for outsourcers to provide significant value to clients; however
outsourcing is not without its challenges. Our recent survey
uncovered some key insights into the effort involved in running an
outsourced contact center; what was really clear is that in many
cases leveraging cloud technology can make a big difference in the
success of an outsourcer.”-- Liz Osborn, vice president of product
and solution marketing, Five9
Contact Center Outsourcer Survey Results
The survey underscores the need for outsourcers to leverage
cloud technology solutions that are fast to deploy, easy for agents
and supervisors to use, include robust reporting capabilities,
incorporate workforce management features, and are reliable and
scalable.
When asked what they considered to be their top competitive
differentiator, 80 percent said delivering a seamless and superior
customer experience that is in line with their client’s brand, tops
the list. There were several key factors outsourcers pointed to
that help them achieve this:
- 77 percent noted hiring and training
high-quality agents
- 50 percent said integrating their
contact center solutions with a leading CRM system
- 48 percent claimed using advanced cloud
technology
- 35 percent said tapping into a
remote-agent workforce to get non-local, high quality talent
As an outsourcer, reporting progress and success back to clients
is essential to maintaining a positive ongoing relationship. The
Five9 survey revealed some interesting insights around how
outsourcers measure their effectiveness. Notably, 38 percent of
outsourcers expect to implement outcome-based metrics, such as
increased sales, improvement in customer satisfaction scores or an
uptick in a Net Promoter Score, in the next 12-18 months.
Currently, outsourcers track and report on:
- Calls completed per hour (83
percent)
- Wait time (64 percent)
- Sales (61 percent)
- First call resolution (42 percent)
- Cases closed per hour (33 percent)
In addition to delivering great customer experiences and
measuring success, hiring, training, managing and keeping agents is
essential to any outsourcer’s success. The Five9 survey found that
38 percent of outsourcers noted agent turnover and retention as
their biggest challenge. Also, 40 percent of respondents said they
have agents working remotely within the United States.
When asked about their biggest challenges, being agile and
scaling up for new campaigns and seasonality were on the list.
Other challenges included:
- Scheduling agents (11 percent)
- Custom reporting for individual clients
(23 percent)
- Increasing cost-per-acquisition of new
customers (12 percent)
To review the survey data in more detail and view the Five9
infographic, click here.
To learn more about how Five9 is helping outsourced contact
centers, click here.
About Five9
Five9 is a leading provider of cloud contact center software,
bringing the power of the cloud to thousands of customers and
facilitating more than three billion customer interactions
annually. Since 2001, Five9 has led the cloud revolution in contact
centers, delivering software to help organizations of every size
transition from premise-based software to the cloud. With its
extensive expertise, technology, and ecosystem of partners, Five9
delivers secure, reliable, scalable cloud contact center software
to help businesses create exceptional customer experiences,
increase agent productivity and deliver tangible results. For more
information visit www.five9.com.
All product and company names mentioned are the property of
their respective owners.
Analyst & Media Contacts:Five9Meghan Hammitt,
925-364-9162Meghan.Hammitt@Five9.comorSHIFT
CommunicationsKatie Halloran,
415-591-8459Five9PR@shiftcomm.com
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