Three quarters of respondents focus on availability of 24x7 support when making purchase decisions
PLEASANTON, Calif. - March 27, 2006 - Five9, Inc., the leading global provider of on-demand telemarketing, customer service, and call center solutions for customer interaction management, today announced results from its annual Call Center Customer Care Benchmarking Study. The survey, based on respondents from throughout North America, sounds an alarm for companies that don't make good customer service a priority, and highlights the fact that companies would be well-served by offering 24x7 support along with shorter wait times, fewer transfers and faster call resolution.
"Companies could increase customer loyalty and repeat business by ensuring that their call centers are able to offer customers the best possible care," said Liz Roche, managing partner of Customers Incorporated, LLC. "Consumers are becoming savvier and will no longer tolerate sub-optimal service such as being put on hold for long periods of time or being transferred among personnel. In fact, customers are speaking with their pocketbooks and will not continue to purchase products from companies unable to meet their service requirements. With new technology available today to help call centers create 'virtual teams,' companies have more flexibility and can easily offer longer support hours, hire more knowledgeable customer representatives, and ensure that customers are helped quickly, efficiently and correctly the first time."
Key findings of the survey include:
Seventy-six (76%) reported 24x7 support to be important (52%) or extremely important (24%) to their purchasing decisions.
The overwhelming majority of respondents (96%) state that a positive/good experience with a call center agent would increase their sense of brand loyalty.
Most respondents (70%) have changed products/services or not made a purchase due to a bad experience with a call center agent.
The largest percentage of respondents, 31%, report being dissatisfied with their experiences with call centers, while 26% feel neutral about the experience, and 26% are satisfied. Two percent (2%) report being extremely satisfied, and 8% have left the experience being extremely dissatisfied.
Half (50%) of respondents reported being most dissatisfied with call center agents/service in general when the agent was not well-informed on the product/service or could not quickly resolve the issue; 35% reported being most dissatisfied when the hold time was too long; and, one-quarter (25%) found it most dissatisfying when they were required to provide a large amount of personal information prior to being helped.
Ninety-one percent (91%) of respondents reported being locked in a self-service menu unable to request to speak with a live agent.
"It's not news that customers are the most important part of any organization, but what is surprising is the number of customers who base their vendor choices and purchase decisions on the customer service experience and, in particular, 24x7 availability," said Brian Silverman, president and CEO of Five9. "With on-demand solutions allowing call centers to use at-home agents, offshoring, and distributed call center models, and add agent seats on-demand, there's no excuse for a company to have limited customer service. Those companies and outsourcers offering 24x7 service should promote this as much as possible because it's an important part of the overall customer experience and relationship."
About the Five9 Virtual Call Center Solutions
The Five9 Virtual Call Center solutions enable companies of any size to build a comprehensive, feature-rich call center - anywhere in the world - without any hardware, software or upfront capital expenditures. Their comprehensive capabilities enable outbound telemarketing and sales teams to reach more prospects in person, thereby significantly increasing leads, pipeline, and ultimately sales revenues, and help customer service and inside sales teams handle higher volumes of inbound calls, thus raising customer responsiveness and satisfaction. Businesses using Five9 typically increase revenues 200-300% based on the higher rate of "right party contacts" the on-demand solution helps deliver. In addition to the cost savings and benefits to the business bottom-line, Five9's on-demand, hosted service allows for easy set-up and administration of at-home agent workforces as well as singular or distributed, multi-site centers to act as one, regardless of geographic location. Additionally, Five9 can seamlessly integrate with salesforce.com, NetSuite, RightNow, and a variety of other leading vendors.
Built from the ground up by Five9 to eliminate third-party license fees and ensure costs are kept low, the Virtual Call Center solutions allow any business with just a PC and a broadband connection to deploy a comprehensive suite of powerful capabilities including: Call Blending and Prioritization, Predictive Dialing, Automatic Call Distribution (ACD), Customer Relationship Management (CRM), Interactive Voice Response (IVR), Computer Telephony (CTI), Remote Agent Capabilities, Skills-based Routing, Call Recording, Do Not Call List and Call Abandonment Compliance, Silent Monitoring, Real-time Reporting, and Centralized Management.
About Five9, Inc.
Five9 is the leading global provider of on-demand call center solutions for customer interaction management. The award-winning Five9 Virtual Call Center™ targets small- to midsized call centers, contact center operations of large enterprises, and companies that provide outsourced call center services. Companies on five continents profit from Five9's reliable, robust functionality that is fast, easy, and affordable to deploy for any call center. For more information, visit http://www.five9.com.