Contact Center Knowledge Base Statistics


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Contact Center Knowledge Base Statistics 2023: Facts about Contact Center Knowledge Base outlines the context of what’s happening in the tech world.

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Top Contact Center Knowledge Base Statistics 2023

☰ Use “CTRL+F” to quickly find statistics. There are total 75 Contact Center Knowledge Base Statistics on this page 🙂

Contact Center Knowledge Base “Latest” Statistics

  • According to a NewVantage 2022 report, 91% of large companies planned to increase investments in big data analytics and AI. Analytics could further help call centers improve their customer care.[1]
  • Call and contact center leaders anticipate a long-term hybrid work environment, with about 53% of agents working in an office and 47% working remotely.[1]
  • According to Time Doctor, 49% of call and contact centers now consider employee satisfaction as a top five KPI after customer satisfaction, response time, and quality assurance.[1]
  • The average incoming call abandon rate of global call centers was 6.44%, as per the 2021 Talkdesk Global Contact Center KPI Benchmarking Report.[1]
  • For the typical contact center, a 1% increase in first call response would result in yearly operating savings of $276,000.[1]
  • Compared to on premise rivals, cloud contact centers are 27% less expensive and suffer from 35% less downtime.[1]
  • In the next 12 months, 46% of worldwide decision makers in contact centers expect their contact centers to increase by 5% to 10% in terms of the number of agent seats, and 14% anticipate growth of more than 10%. This strategy is not financially viable.[1]
  • According to the Quality Assurance and Training Connection (QATC), contact centers have up to 45% greater staff turnover on average than other well.[2]
  • When chatbots are used, 70% of businesses see a decrease in call volume.[3]
  • According to HubSpot, more than 69% of consumers prefer to solve issues on their own, and 63% almost always start with a search through a company’s online resources before ever turning to a support rep.[3]
  • The majority of contact centers, however, strive for 85 to 90% schedule adherence, which means that every hour, employees are accessible to answer client calls or manage after hours work for 54 minutes.[4]
  • A typical caller is moved 2.6 times before their problem is handled at a contact center, and the average number of transfers is 9.9%.[4]
  • Compared to the 54% of consumers who use voice assistants to contact businesses, just 20% of customer support staff utilize voice.[5]

Contact Center Knowledge Base “Center” Statistics

  • In the projected period of 2019–2026, the global contact center AI market is anticipated to grow to an approximate value of $4.7 billion and exhibit a high CAGR.[1]
  • In 2016, the average turnover rate for outsourced contact centers was 73%; in 2017, it was stated that the turnover rate was just 49%.[1]
  • When asked whether they think customer service centers give exceptional help, just 26% of customers reacted affirmatively, compared to 49% who did not.[1]
  • The standard service level goal at contact centers, according to our study, is to answer 80% of calls in 20 seconds, while the average speed of response is 34.4 seconds.[4]
  • When it comes to call center effectiveness, a typical contact center with 10 call center representatives and six call center departments should have an occupancy rate of 85% to 95%.[4]
  • A well-maintained and adaptive contact center knowledge base software can decrease training time by 50%.[4]

Contact Center Knowledge Base “Sum” Statistics

  • 60% of agents agree that their organization doesn’t always provide workers the technology they need to deal with the difficulties they encounter while assisting consumers.[1]
  • Consumers want customer support representatives to know who they are, what they have bought, and details about past interactions, according to 72% of respondents.[1]
  • Unfriendly service is experienced by 60% of consumers as being a reason to switch businesses, while staff ignorance is experienced by 46% of customers.[1]
  • According to CFI Group, 50% of consumers said they don’t post about their positive or negative service experiences on social media.[6]
  • Compared to the 82% of consumers who use mobile applications to communicate with businesses, 51% of customer support staff utilize them.[6]
  • Compared to the 81% of consumers who contact businesses through online chat or live assistance, just 52% of customer care personnel do so.[6]
  • According to Salesforce, 59% of consumers think that businesses must provide cutting edge digital experiences to maintain their business.[6]
  • 62% of consumers would rather issue parking citations than wait in a machine driven phone tree or have to repeat oneself to several team members.[6]
  • 76% of B2B buyers and 63% of consumers want firms to be aware of their particular requirements and expectations.[6]
  • 78% of consumers communicate with businesses through text, and just 63% of customer support employees do the same.[6]
  • Customer care personnel utilize customer portals in 64% of cases, while consumers do so in 84% of cases.[6]
  • When they are unable to contact a customer support professional, 67% of consumers terminate a call in frustration.[6]
  • Consumers claim that 68% of them are prepared to pay extra for goods and services from companies with a reputation for providing excellent customer service.[6]
  • 70% of consumers said that, in an emergency, technology makes it easy for them to move their company to a rival.[6]
  • 72% of consumers believe that having to explain their issues to many persons is bad customer service.[6]
  • No matter how they interact with a business—on social media, in person, over the phone, etc.—75% of consumers want a consistent experience.[6]
  • In return for contextualized encounters where they feel instantly recognized and understood, 79% of consumers are prepared to provide relevant information about themselves.[6]
  • 88% of consumers believe businesses that promise not to reveal their personal information without consent.[6]
  • 95% of customers agree that good customer service is crucial for maintaining brand loyalty, and 60% of consumers claim to have abandoned a brand in favor of a competing one due to poor customer service.[6]
  • 40% of American consumers depend on alternative means to contact customer support teams because they do not find bots to be productive.[6]
  • 70% of dissatisfied consumers whose issues are remedied are prepared to do business with a company once again.[6]
  • 62% of consumers would rather issue parking citations than wait in a machine driven phone tree or have to repeat oneself to several team members.[6]
  • Consumers claim that 68% of them are prepared to pay extra for goods and services from companies with a reputation for providing excellent customer service.[6]
  • 73% of consumers claim that courteous customer service representatives are the reason they continue to support companies.[6]
  • Phone contact with a service team is frequently utilized by more than 50% of consumers of all ages, making it the most popular method of customer support.[6]
  • Consumers who rank a company’s customer service as extremely bad are just 13% more likely to suggest it.[6]
  • Compared to the 82% of consumers who use mobile applications to communicate with businesses, 51% of customer support staff utilize them.[6]
  • In return for improved service, 56% of consumers don’t mind revealing their personal information.[6]
  • 59% of consumers think that businesses must provide cutting edge digital experiences to maintain their business.[6]
  • While 78% of consumers communicate with businesses through text, just 63% of customer support employees do the same.[6]
  • Customer care personnel utilize customer portals in 64% of cases, while consumers do so in 84% of cases.[6]
  • In return for contextualized encounters where they feel instantly recognized and understood, 79% of consumers are prepared to provide relevant information about themselves.[6]
  • 88% of consumers believe businesses that promise not to reveal their personal information without consent.[6]
  • According to Mckinsey & Company, 70% of purchasing decisions are influenced by how the consumer believes they are being handled.[5]
  • Another recent survey found that 91% of dissatisfied consumers just leave a business without raising a fuss.[5]
  • If they have a poor experience, 47% of consumers say they’ll quit making purchases from a firm.[5]

Contact Center Knowledge Base “Knowledge” Statistics

  • 91% of businesses have extensively invested in contact center knowledge bases, just a small percentage are really getting a return on their investment.[7]
  • Implementing a visual contact center knowledge base may be just what the contact center needs to thrive, since 31% of consumers believe that a knowledgeable customer care agent is the most crucial component of any engagement.[7]
  • 70% of clients claim that maintaining their company depends on service providers’ knowledge of sales contacts.[6]
  • 70% of clients agree that maintaining their company depends heavily on service representatives’ knowledge of sales encounters.[5]

Contact Center Knowledge Base “Base” Statistics

  • 69% of customers attempt to fix their problems on their own initially, while less than one third of businesses provide self service tools like a knowledge base.[6]
  • Compared to the 82% of consumers who utilize knowledge bases, just 66% of customer service staff do so.[6]
  • 82% of consumers utilize knowledge bases, such as online FAQs, compared to 66% of customer care staff.[5]

Contact Center Knowledge Base “Other” Statistics

  • 34% of agents think they don’t have the appropriate client data accessible at the time of request, and 44% of agents lack the tools that are available to them.[1]
  • Only 3% of calls that need identity verification are handled totally by automated procedures, even though 59% of calls require it.[1]
  • Customers’ expectations for customer service have reportedly increased by 59% since last year.[1]
  • By the year 2020, clients will manage 85% of their interactions with a firm without ever speaking to another person, according to Gartner research.[1]
  • 68% of those polled indicated that a nice representative was essential to their most recent great customer service encounters, and 62% said that the person’s expertise or resourcefulness was essential.[1]
  • Nearly 20% of the typical agent’s work is spent finding internal information or locating colleagues who can assist with certain tasks.[7]
  • Due to lengthy wait times, 21% of patients visiting hospital pharmacies chose to fill their prescriptions elsewhere.[6]
  • After a great experience, 24% of customers continue doing business with suppliers for two or more years.[6]
  • A competent person is the most important component for a pleasant customer experience, according to 31% of customers.[6]
  • 89% of businesses that consistently provide client experiences that are above average outperform their rivals financially.[6]
  • 51% of agents without AI say they spend most of their time on mundane tasks, versus 34% of agents with AI.[5]
  • 80% of clients believe that a business’s experiences are equally as important as its goods or services.[5]
  • Compared to other industries, financial services organizations are more likely to be employing AI, with 41% of them using it in some capacity.[5]

Also Read

How Useful is Contact Center Knowledge Base

A contact center knowledge base is essentially a centralized repository of information that contains answers to frequently asked questions, troubleshooting guides, product manuals, and best practices for resolving customer issues. It serves as a comprehensive database that empowers agents to quickly access valuable information, thus enabling them to provide accurate and consistent responses to customer queries. In this way, the knowledge base acts as a virtual library that houses valuable resources, making it an indispensable asset for contact center operations.

The usefulness of a contact center knowledge base cannot be overstated. For starters, having a centralized repository of information ensures consistency in the responses provided to customers. This is crucial for maintaining a high level of customer satisfaction and fostering trust and loyalty among customers. By referencing the knowledge base, agents can deliver accurate and relevant information, thereby reducing the likelihood of miscommunication or misinformation. In essence, the knowledge base serves as a reliable source of truth that ensures customers receive consistent and reliable support from the contact center.

Moreover, the knowledge base serves as a valuable tool for employee training and development. New agents can benefit immensely from having access to a repository of information that encapsulates best practices, troubleshooting tips, and common solutions to customer issues. By familiarizing themselves with the knowledge base, agents can quickly gain the expertise and confidence needed to effectively address customer queries. This ultimately results in reduced training time and improved agent productivity, as agents can rely on the knowledge base as a self-learning resource to enhance their skills and capabilities.

Furthermore, a contact center knowledge base contributes to operational efficiency and cost savings. By centralizing information in a single repository, contact centers can streamline their processes and reduce the time and effort required to access and retrieve information. This not only speeds up response times but also minimizes the risk of errors and inaccuracies that can arise from outdated or inconsistent information. In addition, the knowledge base can serve as a valuable tool for identifying trends, analyzing customer issues, and uncovering opportunities for process improvement. By leveraging the insights gained from the knowledge base, contact centers can drive operational excellence, optimize resource utilization, and enhance overall efficiency.

In conclusion, the contact center knowledge base is an indispensable tool that serves as the backbone of effective customer support and service. By centralizing information, providing consistent responses, enabling employee training, and enhancing operational efficiency, the knowledge base plays a pivotal role in facilitating seamless interactions between contact centers and customers. As customer expectations continue to evolve and intensify, the knowledge base will undoubtedly remain a valuable asset for contact centers seeking to deliver exceptional customer experiences.

Reference

  1. callminer – https://callminer.com/blog/call-center-statistics-you-should-know
  2. stonly – https://stonly.com/blog/call-center-knowledge-base/
  3. cisco – https://www.cisco.com/c/en/us/products/contact-center/index.html
  4. liveagent – https://www.liveagent.com/research/call-center-benchmarks/
  5. salesforce – https://www.salesforce.com/blog/customer-service-stats/
  6. helpscout – https://www.helpscout.com/75-customer-service-facts-quotes-statistics/
  7. techsee – https://techsee.me/blog/visual-knowledge-base/

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