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BENCHMARK REPORT
2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are www.rightnow.com
trademarks of RightNow Technologies Inc. All other trademarks are the property of their
respective owners. 8011
EXECUTIVE S UMMARY
An important measure of the health and efficiency of your contact center is how your center
performs in comparison to other organizations. Simply measuring and tracking KPIs internally
is not enough. In order to gauge the success of your contact center you must be able to
benchmark your metrics and KPIs against others both in your industry and across all industries.
The RightNow Multi-channel Contact Center Survey consists of 42 unique data points across
multiple channels. Over 300 companies participated in this survey across a number of
industries including: Software, Finance, Education, Manufacturing, Telecom, Customer Goods,
Retail, Customer Electronics, Media Government, Travel, Entertainment and more.
Over half of respondents to this survey state that their average cost per call is $6 or less.
Over half of the respondents to this survey state that their average email response time is
12 hours or less
The majority of respondents to this survey state that their chat agents handle 1 to 3 chats
at one time
- For a majority of respondents, less than 10% of contacts to their center represent an up-
sell/cross-sell opportunity. We believe that when customers are reaching out to
companies, it’s a great opportunity to reinforce brand and offer relevant and helpful
products.
- 44% of companies do not have a formal mechanism of collecting feedback. We believe
that this piece is critical to meeting customer expectations.
- Most companies only have 1 person working on content. The amount of self-service and
IVR deflection can increase dramatically with great content available.
As RightNow works with companies around the globe, we are seeing a few trends that are not
reflected in the data of this survey:
- Email response time goals of less than 2 hours. In today’s market, where people expect
faster turnaround times, we have many retail customers who are close to meeting that
goal.
- Chat replacing email. In high-tech industries that provide support on complex or trouble
shooting problems, email is being phased out in favor of chat. Chat is immediate and the
agent can make sure the customer’s problem is resolved more quickly. Chat helps to
avoid lengthy and multiple email exchanges.
- Agents tied to customer satisfaction. When unhappy customers can blog, tweet, and
easily communicate their displeasure with a company, thought leading organizations are
tying a growing percentage of an agent’s compensation to customer satisfaction.
www.rightnow.com
TABLE OF CO NTENTS
Table of Contents
www.rightnow.com
SUPPORT OPTIONS ON W EBSITE
Chat 26%
Other 18%
Interpretation: Only 26% of the organizations that responded to this survey stated
that they have a chat option on their website. Over the next couple
of years we expect see this number continue to grow as chat is fast
becoming a popular channel in Retail and Customer Electronics
industries.
www.rightnow.com
AGENT INFORMATION
Agent Breakdown
60.00%
52.34%
50.00%
40.00%
32.20%
30.00%
Full Time
21.96% Part-Time
20.00%
12.15% 11.52%
10.00%
0.00%
Question: Of your total number of agents how many are full-time? Part-time?
Finding: The majority of the respondents from this survey staff between 91-
100% of their agents in full-time positions in the contact center.
www.rightnow.com
AGENT INFORMATION
Agent Breakdown
70.00%
65.43%
60.00%
47.87%
50.00%
40.00% 91-
100%
Outsourced
30.00%
In-house
17.82%
20.00%
10.00%
0.00%
<10%
www.rightnow.com
AGENT INFORMATION
Agent Breakdown
68.59%
70.00%
60.00%
54.52%
50.00%
44.47%
40.00%
91-
30.00% Offshore
100%
Onshore
20.00%
10.00%
0.00%
Question: Of your total part-time agents how many work onshore? Offshore?
Finding: Nearly 70%of the respondents to this survey currently do not staff
any of their agents offshore.
Defined: Onshore is defined as agents that work in the same country as the
organization headquarters. Offshore agent is defined as an agent
that works in a country other than where the organization is
headquartered. In the past couple years there has been a shift in
the outsourcing model. We are seeing a trend in organizations
moving their phone agents back onshore and out-sourcing their chat
and email agents.
www.rightnow.com
CONTACT CENTER KPIS
Occupancy Rate
30.00%
26.07%
25.05%
25.00%
20.00%
14.66% 15.07%
15.00%
10.00%
5.50%
5.00% 4.07%
2.65% 2.85% 2.44%
1.63%
0.00%
www.rightnow.com
CONTACT CENTER KPIS
Adherence to Schedule
35.00%
31.98%
30.00%
27.72%
25.00%
20.00%
14.71%
15.00%
10.00%
7.04%
4.48% 4.90%
5.00%
3.20%
2.35% 2.56%
1.07%
0.00%
<10% 11-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% 81-90% 91-100%
www.rightnow.com
CONTACT CENTER KPIS
50.00%
46.14%
45.00%
40.00%
35.00%
30.00%
25.00% 22.32%
20.00%
14.16%
15.00%
10.00%
4.94% 4.72%
5.00% 3.22%
0.86% 1.50% 0.86% 1.29%
0.00%
<10% 11-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% 81-90% 91-100%
Defined: Turnover Rate is the percentage of agents that leave the call center
whether voluntarily or involuntarily. It is typically calculated by
dividing the number of agents leaving the call center divided by total
agents during the period times twelve divided by the number of
months in this period.
10
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CONTACT CENTER KPIS
Cost to Hire
40.00%
36.30%
35.00%
30.96%
30.00%
25.00%
20.00%
14.48%
15.00%
10.00%
7.57%
6.01%
4.68%
5.00%
0.00%
<$1000 $1000- $3000 $30001- $5000 $5001-$7000 $7001-$9000 >$9000
Defined: The Cost to Hire an agent is the cost to acquire a new agent
including recruiting and training costs.
11
www.rightnow.com
CONTACT CENTER KPIS
Cost to Train
40.00%
33.91% 33.70%
35.00%
30.00%
25.00%
18.70%
20.00%
15.00%
10.00%
5.65% 5.43%
5.00%
2.61%
0.00%
<$1000 $1000-$3000 $3001-$5000 $5001-$7000 $7001-$9000 >$9000
Finding: Greater than 60% of the respondents to this survey have an average
cost of $3000 or less to train an agent.
Defined: The Cost to Train an agent is the cost to train an agent to perform
their job functions. This number does not include costs associated
with recruitment. Today’s contact center agents are required to
perform a multitude of skills from cross-selling to handling
customer complaints to taking orders or even trouble shooting
technical issues. Mastering these skills requires extensive training
programs that are costly to the organization.
12
www.rightnow.com
CONTACT CENTER KPIS
Training Time
40.00%
35.80%
35.00%
31.07%
30.00%
25.00%
20.00%
17.28%
15.00%
10.00%
7.61%
1.03%
0.00%
<10%
<30 30-60 61-90 91-120 121-150 151-181 >181
Defined: Training Time is the time that it takes a new agent to fully ramp up
and perform at an average level, and includes in class training time
plus ramp up time. Many contact centers handle a variety of
complex issues and questions from their customers. A lot of
information is tribal knowledge that is not easily accessible or
available to newer agents. It is important to put in place a method to
collect and share information across all agents. Having access to this
type of tribal knowledge typically enables new hires to ramp up
more quickly.
13
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AGENT INFORMATION
Compensation
50.00%
46.63%
45.00% 43.97%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
6.75%
5.00% 2.66%
0.00%
Base Salary Average Hourly Wage Per Contact Handled Other
Finding: While the majority of contact centers responded that they pay their
agents based on an average hourly wage, compensation based on a
base salary was a close second.
14
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PHONE CHANNEL
60.00%
56.92%
50.00%
40.00% 36.73%
30.00%
26.19%
Agents
IVR
20.00%
11.22%
9.54%
10.00%
0.00%
Question: Of your total inbound call volume, what percentage are handled by
agents? By an IVR?
15
www.rightnow.com
PHONE CHANNEL
70.00%
59.76%
60.00%
50.00%
40.00%
91-
30.00% 100%
20.00%
11.28%
8.84%
10.00%
4.88% 4.57%
0.91% 1.52% 2.13% 1.83% 2.13% 2.13%
0.00%
Question: Of your total inbound call volume what percent are handled by full-
time agents?
16
www.rightnow.com
PHONE CHANNEL
40%
37.58%
35%
B2B
<10%
30%
25%
22%
18.93%
20%
B2B
15% B2C
9.63%
10%
5%
0%
<10%
Question: Of your total inbound call volume what percent are business to
business? Business to Customer?
Defined: B2B is defined as a call that takes place between two organizations.
B2C is defined as a call that takes place between a customer and a
organization.
17
www.rightnow.com
PHONE CHANNEL
Up-sell/Cross-Sell
60.00%
50.00%
49.01% B2B
<10%
40.00%
30.00%
20.00% 17.22%
<10%
Finding: It was found that on average less than 10% of calls into the contact
center present an opportunity for an agent to up-sell or cross-sell.
18
www.rightnow.com
PHONE CHANNEL
Up-Sell/Cross-Sell
45.00%
40.63%
40.00%
35.00%
29.26%
30.00%
25.00% 23.30%
20.00%
15.00%
10.00%
6.82%
5.00%
0.00%
Handled by Same No Process Exists Transferred to Other
Agent Different Group
Finding: Nearly half of the respondents to this survey have their agents
handle both inquiries into the contact center as well as up-sell and
cross-sell opportunities, while a little over 20% of the respondents
transfer these opportunities to a dedicated group.
19
www.rightnow.com
PHONE CHANNEL
Up-Sell/Cross-Sell
80.00%
70.00% 66.80%
60.00%
50.00%
40.00%
30.00%
20.00%
13.20%
9.60%
10.00%
4.80%
3.20%
0.80% 0.00% 0.40% 1.20% 0.00%
0.00%
<10% 11-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% 81-90% 91-100%
Finding: Of the total number of opportunities that existing within the contact
center to up-sell or cross-sell a service, less than 10% of these offers
are accepted by the customer in a majority of the respondent's
contact centers.
20
www.rightnow.com
PHONE CHANNEL
Calls Handled
35.00%
31.49%
30.00%
25.00%
22.73%
20.00%
16.23% 15.91%
15.00%
10.00%
7.47%
6.17%
5.00%
0.00%
1-3 4-6 7-9 10-12 13-15 >15
Question: What is the average number of phone calls an agent handles per
hour?
Finding: Nearly 70% of the respondents to this survey state that their contact
center agents typically handle 9 or less calls per hour.
Defined: In a traditional call center, agents typically handle calls one after
another with little down time or after call work. This number
represents the average number of calls that an agent works to
completion in one hour.
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www.rightnow.com
PHONE CHANNEL
30.00% 29.09%
27.27%
25.00%
20.00%
16.00%
15.00%
12.00%
10.00%
6.91%
3.64%
5.00% 3.27%
1.82%
0.00%
$1 - $3 $4 - $6 $7 - $9 $10 - $12 $13 - $15 $16 - $18 $19 - $21 > $21
Finding: Over half of respondents to this survey state that their average cost
per call is $6 or less.
Defined: Cost Per Call is calculating by taking total costs (fixed and variable)
and dividing them by total interactions.
22
www.rightnow.com
PHONE CHANNEL
35.00%
30.96%
30.00%
25.00%
21.76%
20.00%
14.64%
15.00%
12.97%
9.62%
10.00%
3.35% 3.35%
5.00%
1.67% 1.67%
0.00%
<$1 $1-$3 $4-$6 $7-$9 $10-$12 $13-$15 $16-$18 $19-$21 >$21
Finding: Nearly half of the respondents to the survey state that their average
cost per outbound call is less than $6.
Defined: Cost Per Call is calculating by taking total costs (fixed and variable)
and dividing them by total interactions.
23
www.rightnow.com
PHO NE CHANNEL
40.00% 38.97%
35.00%
30.00%
23.56%
25.00%
20.00%
14.80%
15.00%
12.08%
10.00%
4.23%
5.00%
2.42% 2.72%
1.21%
0.00%
0.00%
<1 1-3 4-6 7-9 10-12 13-15 16-18 19-21 >21
minute minutes minutes minutes minutes minutes minutes minutes minutes
ca
Defined: Average Handle Time is defined as the sum of average talk time
plus average after-call work time. Today AHT is increasing in some
call centers as more of the routine calls are being handled by
customer self-service options requiring agents to work more
complex issues more often.
24
www.rightnow.com
PHONE CHANNEL
44.69%
45.00%
40.00%
35.00%
30.00%
25.00%
22.83%
20.00%
17.68%
15.00%
10.00%
6.11%
2.89%
5.00%
2.57% 1.29% 0.96%
0.96%
0.00%
<1 1-3 4-6 7-9 10-12 13-15 16-18 19-21 >21
minute minutes minutes minutes minutes minutes minutes minutes minutes
Defined: Talk Time is defined as the total time that an agent is on the phone
with a customer. Talk time begins when the agent picks up the
phone and ends when the call is terminated.
25
www.rightnow.com
PHONE CHANNEL
45.00%
41.50%
40.00%
35.00%
30.00%
25.00%
21.43%
20.00% 18.03%
15.00%
10.20%
10.00% 8.84%
5.00%
0.00%
<30% 31-50% 51-70% 71-90% 91-100%
Question: What is your First Contact Resolution (FCR) rate for inbound calls?
Finding: Nearly 60% of all respondents to this survey state that they have an
average First Contact Resolution rate of 71% or greater.
26
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PHONE CHANNEL
40.00%
36.81%
35.00%
30.00%
25.00% 23.78%
91-100%
20.00%
4.23% 3.26%
5.00%
1.95% 1.63% 2.93%
1.30%
0.00%
<20 21-40 41-60 61-80 81-100 101-120 121-140 141-160 161-180 >181
seconds seconds seconds seconds seconds seconds seconds seconds seconds seconds
Question: What is your Average Speed of Answer (ASA) for inbound calls?
Finding: The majority of respondents to the survey state that they have an
Average Speed of Answer of 40 seconds or less.
Defined: The Average Speed of Answers is defined as the total time that all
calls have waited in the queue divided by the total number of
answered calls.
27
www.rightnow.com
PHONE CHANNEL
35.00%
28.65%
30.00%
25.00%
20.00%
15.00%
31-40 12.47%
10.61% 10.88% seconds
9.81%
10.00%
7.43%
0.00%
<10 sec 11-20 21-30 31-40 41-50 51-60 61-70 71-80 81-90 91-100 >101
sec sec sec sec sec sec sec sec sec sec
Question: What is your average after call work time for inbound calls?
Finding: The majority of respondents to this survey have an average after call
work time of 40 seconds or less.
Defined: After Call Work is any work that must be completed following the
close of a call prior to another call being taken.
28
www.rightnow.com
PHONE CHANNEL
35.00%
33.33%
30.00%
28.21%
25.00%
20.00%
15.00%
13.14%
10.58%
10.00%
7.05%
5.00% 4.17%
Defined: Call Abandon Rate is defined as the number of calls that do not
reach an agent. The caller either hangs up or the call is lost or
disconnected. It is calculated by taking to total number of calls
abandoned and dividing them by the total number of calls
abandoned plus the total number of calls answered.
29
www.rightnow.com
PHONE CHANNEL
Transfer Rate
70.00%
60.00% 57.24%
50.00%
40.00% 91-100%
30.00%
23.23%
20.00%
11.11%
10.00%
3.03% 2.69%
0.34% 0.34% 1.35% 0.67%
0.00%
0.00%
<10% 10-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% 81-90% 91-100%
Finding: Average transfer rate is found to be less than 10%. Having a high
transfer rate can result in low agent efficiency and high customer
wait times.
30
www.rightnow.com
EMAIL CHANNEL
60.00%
52.05%
50.00%
40.00%
30.00%
19.18%
20.00%
8.22% 8.90%
10.00%
6.16%
Finding: Over half of the respondents to this survey have an average cost per
call between $1-3.
Defined: Cost Per Email is calculating by taking total costs (fixed and
variable) and dividing them by total interactions.
31
www.rightnow.com
EMAIL CHANNEL
Emails Handled
30.00%
28.17%
26.76%
25.00%
20.00%
17.61%
15.00% 14.44%
10.00%
4.58% 4.23%
5.00%
3.52%
0.70%
0.00%
1-3 4-6 7-9 10-12 13-15 16-18 19-21 >21
Question: What is the average number of emails and agent handles per hour?
Finding: Over half of all respondents to this survey state that their agents
typically handle 6 or less emails per hour.
32
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EMAIL CHANNEL
45.00%
40.65%
40.00%
35.00%
30.00%
25.00% 91-100%
20.00% 19.06%
16.19%
1-6 hours
15.00%
10.00%
7.19%
4.68% 4.32% 5.04%
5.00%
2.16%
0.72%
0.00%
1-6 hours 7-12 13-18 19-24 25-30 31-36 37-42 43-48 >48
hours hours hours hours hours hours hours hours
Finding: Over 80% of respondents to this survey state that their average
response time is less than 24 hours.
Interpretation: Average Response Time is defined as the average time it takes for a
customer to receive a response from your contact center via the
email channel. More and more customers are beginning to expect
response time to emails to be similar to what they would receive in
the phone channel. Customers expect their emails to be answered
quickly. If your response time is too long you risk deflecting the
customer to higher cost channel such as phone.
33
www.rightnow.com
EMAIL CHANNEL
35.00% 33.08%
30.00%
25.00%
20.00% 19.01%
17.49% 18.25%
15.00%
12.17%
10.00%
5.00%
0.00%
<30% 31-50% 51-70% 71-90% 91-100%
Question: What is the First Contact Resolution (FCR) rate for your email
channel?
34
www.rightnow.com
EMAIL CHANNEL
50.00% 47.26%
45.00%
40.00%
35.00%
91-100%
30.00%
25.00%
<10%
20.00%
16.03%
15.00% 13.50%
10.00% 7.17%
71-90% 4.22% 3.80%
5.00% 2.11% 2.53% 2.11%
1.27%
0.00%
<10% 10-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% 81-90% 91-100%
Finding: 60% of the respondents to this survey state that they have an email
deflection rate of 20% or less.
35
www.rightnow.com
WEB SELF-SERVICE CHANNEL
45.00%
38.51%
40.00%
35.00%
30.00%
25.00%
20.00%
17.57%
13.51%
15.00%
10.00%
7.43%
5.41% 6.08%
5.00% 4.05%
2.70% 2.03% 2.70%
0.00%
<10% 11-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% 81-90% 91-100%
Finding: The majority of respondents to this survey deflect less than 20% of
all calls to their web self-service channel.
36
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K N O W L E D GE M A N A G E M E N T
Knowledge Contributors
45.00%
40.00% 38.10%
35.00%
29.25%
30.00%
25.00%
15.00%
12.24%
8.16%
10.00%
5.44% 3.40%
3.40%
5.00%
0.00%
One Two Three Four Five Six Seven
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CHAT CHANNEL
60.00%
54.10%
50.00%
44.12%
40.00% 38.24%
30.00% B2B
24.59%
B2C
20.00%
10.00%
0.00%
<10% 11-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% 81-90% 91-100%
Question: Of your total chat volume what percent are B2B? B2C?
Finding: The majority of respondents to this survey interact via the chat
channel in a B2C environment.
Interpretation: B2B is defined as a call that takes place between two organizations.
B2C is defined as a call that takes place between a customer and a
organization.
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CHAT CHANNEL
80.00%
70.00%
60.00%
50.00%
40.00% Full-time
Part-time
30.00%
20.00%
10.00%
0.00%
<10% 11-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% 81-90% 91-100%
Question: Of your total chat volume what percent are handled by full time
agents?
Finding: The majority of respondents to this survey staff their contact centers
with full-time agents. As a result of this, the majority of all chat
interactions into the contact center are handled by full-time agents.
39
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CHAT CHANNEL
45.00%
38.71%
40.00%
35.00%
30.00%
24.19%
25.00%
20.97%
20.00%
15.00%
10.00% 8.06%
Question: What is the average number of chats an agent handles at one time?
Defined: Number of Chats Handled is the number of chats that an agent can
handle simultaneously at one time.
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CHAT CHANNEL
35.00%
32.79%
B2B
30.00%
27.87% <10%
25.00%
20.00%
18.03%
16.39%
15.00%
10.00%
5.00% 3.28%
1.64%
0.00%
<1% 1-3% 4-6% 7-9% 10-12% >25
Finding: The majority of respondents to this survey state a chat abandon rate
of less than 3%.
Defined: Chat Abandon Rate is defined as the number of chats that are
abandoned, lost, or disconnected before reaching an agent. It is
calculated by taking the total number of abandoned chats and
dividing by the total number of abandoned chats plus the total
number of answered chats times 100%.
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CHAT CHANNEL
70.00%
59.18%
60.00%
50.00%
40.00%
30.00%
20.41%
20.00%
10.00%
6.12%
4.08% 4.08%
2.04% 2.04% 2.04%
0.00%
<10% 11-20% 21-30% 31-40% 41-50% 61-70% 71-80% 81-90%
Finding: On average, less than 10% of contacts into the contact center are
deflected to the chat channel.
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FEEDBACK
Collect Feedback
Yes
55.62%
Yes
No
44.38% No
Finding: A little over 50% of the respondents to this survey currently have
mechanism to gather feedback and insight from their customers.
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FEEDBACK
Collect Feedback
40.00%
35.51%
35.00%
30.00%
25.00%
20.00%
20.00%
16.73%
14.69%
15.00%
10.61%
10.00%
5.00%
2.45%
0.00%
Follow-up Mailed Survey Other Outbound IVR Survey Text/SMS
Email Agent Call
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FEEDBACK
20.00%
Yes
10.00% No, but on Roadmap
Not at this time
70.00%
Finding: Only 30%of organizations use Net Promoter Score today to measure
customer satisfaction.
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www.rightnow.com
ABOUT R IGHTNOW TECHNOLOGIES
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services
organizations need to cost-efficiently deliver a consistently superior customer experience across
their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and
government agencies worldwide depend on RightNow to achieve their strategic objectives and
better meet the needs of those they serve.
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www.rightnow.com