Five9 Study Uncovers Key Insights into Contact Center Outsourcers’ Strengths and Challenges, Spotlights the Value Cloud Solutions Bring to Outsourcers
Five9 Survey Reveals 80 Percent of Outsourcers Consider Delivering a Superior Customer Experience as Their Strongest Competitive Differentiator
SAN RAMON, CALIF. – December 2, 2014 – 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.
“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.
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.
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