CRM Junkyard TMC

Customer Service/Support Stats

July 27, 2005

Here are some interesting and telling customer support/service statistics from Service & Support Professionals Association (SSPA)’s Research 2005 Industry Benchmark Study, based on input from more than 200 leading technology companies: 

 

In 2003, 5.3% of electronic tech support was outsourced.  

 

In 2005:

·      9% of tech support is outsourced within the U.S.

·      10% is outsourced to service providers outside the U.S.

·      6% of multilingual support is outsourced to third parties. 

Percent of new incidents (for customer inquiries/service) are reported using the following methods:
 

  • Phone, 52%

  • E-mail, 23%

  • Web,  22%

  • Automatically generated by product diagnostic systems, 2.5%

Percent of phone calls are resolved during the first customer contact, 47% 

Percent of phone incidents are closed within 24 hours (1 day) of receipt, 59% 

Avg. number of minutes to acknowledge the receipt of an electronic incident, 40 minutes 

Percent of electronic incidents resolved by the initial response, 42%

Percent of electronic incidents closed within 24 hours of receipt, 53%

Percent of service/support staff have a formal training plan, 64% 

SSPA’s Research 2005 Industry Benchmark Study was announced late last month and provides up-to-the-minute benchmark data on service and support operations, sales and marketing, customer satisfaction and financials. Based on input from more than 200 leading technology companies, the benchmarks provide insight into the business, financial and operational metrics that are important and relevant to senior executives as they develop and fine-tune their key business strategies. 

The SSPA Research 2005 Industry Benchmark Study is being delivered for the first time using a feature-rich, comprehensive online database developed specifically for the SSPA (by TNS Prognostics, a global provider of customer research-based consulting). The online, real-time format allows service and support organizations to conveniently access the study at will. 

Companies interested in participating in the ongoing SSPA Research 2005 Industry Benchmark Study can register at http://www.thesspa.com/

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Also, congratulations go out to Bob Doughty of Deerfield Beach, Fla. for winning this year’s Ernest Hemingway look-alike contest at the 25th annual Hemingway Days Festival, held in Key West, Fla., on Saturday. The festival celebrates the birthday of the Nobel Prize-winning U.S. writer. 

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DRB

 

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