GenesysGenesysJanuary 10, 2017
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7min1804

Brits spend an average of 17 minutes per week on the phone to contact centres<
One out of three Brits avoid contacting companies and lost an average of £55 over the past year through late payments, unwanted subscriptions and interest
80 percent of Brits do personal admin tasks at work because many call centres aren’t open outside of office hours

Genesys®, the market leader in omnichannel customer experience and contact centre solutions, released new research showing that Brits spend an average of over five and a half weeks on the phone to contact centres over the course of their lives.

Exploring how consumers want to interact with brands across channels, the survey of over 2,000 British consumers conducted by Censuswide on behalf of Genesys found that 83 percent of consumers prefer to call companies and organisations for fast issue resolution and that Brits spend an average of 17 minutes a week on the phone to contact centres.

When it comes to being on hold, respondents reported average hold times topping 15 minutes for government departments and agencies versus a relatively speedy hold time of 6 minutes for retail businesses. Long average wait times were also reported for telecoms/TV providers, local councils (12 minutes), and utilities companies (11 minutes).

Avoiding Contacting Brands Costs Consumers Money

As well as long average hold times, one third (34 percent) of respondents also said putting off contacting brands meant they had lost money. They reported average losses of £55 over the past year through issues such as failing to pay utility or credit card bills on time and accruing bank charges as a result of not wanting to pick up the phone. One in five Brits said that they spend time at work on personal tasks, with 80 percent of respondents saying that customer service working hours made it impossible to seek customer service outside of their 9-to-5 working hours.

Commenting on the findings, Mark Turner, Executive Vice President of Global Sales and Field Operations at Genesys, said,

“This research shows that many of today’s call-centric systems don’t work for customers and are having negative financial consequences. Exceptional customer experience is the foundation for great brands but many are failing. The results of this survey suggest that companies need to go further to accommodate the busy work and home lives of their customers.”

Consumers Choose Phone and Email Over Social Media to Resolve Urgent Issues

When it comes to time sensitive issues, 83 percent of Brits surveyed are likely or very likely to pick up the phone. However, they are far less willing to wait when getting in touch with this kind of query with average hold times dropping to 6 minutes. They are far more forgiving with email however, with 76 percent of people likely or very likely to type a note and being willing to wait an average of 26 minutes for a response.

Despite their growing importance in everyday life, according to the research Twitter and Facebook aren’t channels of choice for urgent issues; people are unlikely or very unlikely (Twitter: 81 percent, Facebook: 77 percent) to use them. For non-urgent issues, consumers are willing to wait an average of 29 minutes for a Tweet and 31 minutes for a Facebook response versus an average phone hold time for non-urgent issues of nearly 10 minutes.

Despite the results of the survey, the UK actually ranks higher than other European countries when it comes to overall customer satisfaction. The Institute of Customer Service found ranked the UK highest with an overall rating of 76.1, ahead of rivals like Germany, Italy and France.

About the Survey

Censuswide surveyed 2,031 UK consumers aged 16 years and over using an online survey between 8 – 11 July 2016. Lifetime total spent on hold calculation based on the following findings:

  • Respondents to the survey said they spent an average of 17 minutes per week on hold, equaling 884 minutes per year.
  • According World Bank data, the average UK life expectancy is 81 years. Based on respondents being aged 16 years or older, over the course of 65 years, they would spend 57,460 minutes on hold.
  • There are 1,440 minutes in one day. Therefore, over the course of their lifetime, a respondent would spend 39.9 days on hold (5.5 weeks).

Interesting links:


GenesysGenesysFebruary 29, 2016
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7min2849

Independent study found Genesys customers achieved 158% return on investment across entire contact centre operations

Genesys, the market leader in omnichannel customer experience (CX) and contact centre solutions, today released the results of the commissioned Total Economic ImpactTM study conducted by Forrester Consulting that examined the return on investment of deploying the Genesys Customer Experience Platform by large companies.

The findings show that Genesys customers realised a 158% return on investment (ROI) over five years from the date of purchase, along with business improvements including e-commerce sales conversions, customer engagement and agent productivity. Companies in the study using Genesys solutions saw an ROI in less than 13 months, according to the Forrester study, “The Total Economic ImpactTM of Genesys Omnichannel Engagement Centre Solution.”

“For organisations the study demonstrates the value of a modernised customer engagement strategy using an omnichannel engagement centre to improve revenue, lower operational costs and increase employee satisfaction,” said Reed Henry, Chief Marketing Officer at Genesys. “The Genesys Customer Experience Platform powers this next generation customer engagement solution, acting as the system of engagement across the journeys in the customer lifecycle to deliver personalised, omnichannel experiences.”

Value by the Numbers

The Forrester study shows that when companies enhance interactions for their customers through the Genesys Omnichannel Engagement Centre Solution, they experienced improved e-commerce conversions, reduced cost in contact centre maintenance and faster resolution times by agents. The key findings include:

  • 50% reduction in customer abandonment at key points in the customer journey
  • Over 1 million in increased revenue through increased e-commerce and voice conversions
  • 50% cost reduction to integrate new contact centre agents
  • 12.5% improvement in agent handle time
  • 12.8 month payback period

Need for an Omnichannel Engagement Centre

Customers are increasingly digitally savvy, social media-minded and mobile-first, and demand an intuitive and seamless customer experience. As the number of channels and customer touchpoints have skyrocketed and customer expectations for simplicity and personalised service have expanded, companies need a system of engagement that offers a unified and consistent approach to engage with their customers.

As shown in the figure “Evolution to the Omnichannel Engagement Centre,” organisations are building out the next generation of customer engagement, the Omnichannel Engagement Centre, which takes the perspective of customers over time, across journeys and the entire customer lifecycle, spanning contact centres, websites, mobile apps and social networks. The Genesys Omnichannel Engagement Centre Solution acts as the system of engagement for organisations to orchestrate engagement with their customers across all touchpoints, channels and journeys.

graphic
Evolution to the Omnichannel Engagement Centre

Forrester identifies the need to engage customers across all technology touchpoints as a necessity in the “Age of the Customer.” Technology-empowered customers now know more about products and services, pricing, and reputation than ever before. The only way to win, serve and retain customers is to become customer-obsessed.

“Using the Genesys solution, enterprises are able to improve customer experience, agent productivity, and efficiency of customer service across all digital and voice touchpoints, channels and journeys. They accomplish this while significantly reducing technology and personnel costs,” according to the lead author of the study Liz Witherspoon, Senior Consultant, Total Economic ImpactTM, Forrester Consulting.

Methodology

Forrester interviewed and collected data from global enterprise companies currently using the Genesys Omnichannel Engagement Centre Solution, Genesys marketing, sales and consulting personnel, as well as Forrester analysts. The five Genesys customers featured in the study included:

  • An American multinational financial services corporation headquartered in the United States with over $10 billion in revenue.
  • A $42 billion Chinese multinational computer technology company with headquarters in China and the United States.
  • A global event e-commerce leader with one of the world’s top five e-commerce sites and over 32 million monthly unique visitors driving sales of over $8 billion.
  • An African mobile communications company with over $5 billion in revenue, providing voice, messaging, data, and converged services to over 55 million customers in 40 countries.
  • The largest private financial conglomerate in South America with over $3.9 billion in revenue and among the largest banks in the world with operations in 20 countries and more than 4,000 branches.

Interesting links:

Additional Resources

  • Download a copy of the Forrester Total Economic ImpactTM (TEI) study of the Genesys Omnichannel Engagement Centre Solution
  • View the TEI infographic and videos in which Forrester discusses the power of omnichannel engagement solutions
  • Join the Genesys webinar, “Delivering the True Value of Omnichannel: The Total Economic Impact™ of the Genesys Omnichannel Engagement Centre Solution,” for a deeper analysis of the study presented live for North America, Europe, Latin America and Asia-Pacific time zones. Speakers include: Art Schoeller, Vice President and Principal Analyst, Forrester Research; Liz Witherspoon, Senior Consultant, Total Economic Impact Practice, Forrester Research; and Lisa Abbott, Director of Product Marketing, Genesys.
  • Try the Forrester ROI estimator to see how your organisation could benefit from an omnichannel engagement solution



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