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Call Center CRM

Call Center CRM adoption has grown in parallel to increased demands on call centers. CRM software can provide the point of integration and key enablement factor for company strategies, customer information, transaction history and business processes. The three most cited factors collectively contributing to the rise in Call/Contact Center CRM software, from annual single digit growth to low double digit growth, include decreased CRM application software costs, new software-as-a-service contact center solutions and the pursuit for increased business process automation and labor efficiencies by contact center management teams.





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Customer Service Lessons Learned
  • Gartner reports that 68% of customers will switch brands based on a poor service experience.
  • A Purdue study shows 92% of customers form their opinion about a company based on their call center experience.
  • Bain Consulting reports that 90% of executives see Customer Service as crucial to their future business success, yet the same study shows more than 70% of senior call center executives state that their companies fail to meet their customers' expectations.
  • A Strativity Group reports indicates only 37% of executives claimed that they had the tools and authority to resolve customer problems.
  • According to Ventana Research, 12% of call center companies do not measure Customer Satisfaction at all. 60% rely on the agent to assess the customers satisfaction.
  • An IDC report calculates call-center-based agents cost companies $31 per hour, including overhead and training, while home-based agents cost $21.
  • The Harvard Business Review shows that cutting customer churn by 5% has the effect of boosting profits between 25% and 95%.
  • 58% of call centers are under 100 seats according to Ventana Research.
  • Frost & Sullivan forecasts the number of Asia Pacific call centres is expected to grow from 21,360 to 39,247 by the end of 2011. The growth is fueled largely by the regions healthy outsourcing market.
  • According to ACCN, approximately half (48%) of Call Centres in Australia are equipped for fewer than 20 agents. Just over 1 in 10 (12%) Call Centres are equipped for 100 or more seats.



Customers don't expect you to be perfect. They do expect you to fix things when they go wrong."

~ Donald Porter



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