Are you looking to add Contact Center Quality Assurance to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Contact Center Quality Assurance statistics of 2024.
My team and I scanned the entire web and collected all the most useful Contact Center Quality Assurance stats on this page. You don’t need to check any other resource on the web for any Contact Center Quality Assurance statistics. All are here only 🙂
How much of an impact will Contact Center Quality Assurance have on your day-to-day? or the day-to-day of your business? Should you invest in Contact Center Quality Assurance? We will answer all your Contact Center Quality Assurance related questions here.
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On this page, you’ll learn about the following:
Best Contact Center Quality Assurance Statistics
☰ Use “CTRL+F” to quickly find statistics. There are total 120 Contact Center Quality Assurance Statistics on this page 🙂Contact Center Quality Assurance Benefits Statistics
- An Insightlink Communications study showed that turnover costs were in the 25–30% range of a full salary and benefits package. [0]
Contact Center Quality Assurance Market Statistics
- As per the, marketers attain a 90% higher customer retention rate through omnichannel communication than a single channel. [1]
Contact Center Quality Assurance Software Statistics
- 29% of all businesses have installed live chat software to improve customer support and reduce the agent workload. [1]
- Employment of software developers, quality assurance analysts, and testers is projected to grow 22 percent from 2020 to 2030, much faster than the average for all occupations. [2]
Contact Center Quality Assurance Adoption Statistics
- As a result, 35% of contact centers are investing in agent analytics, which is the most prioritized area for adoption. [3]
Contact Center Quality Assurance Latest Statistics
- 54% of consumers feel that companies need to develop more innovative ideas for customer engagement. [1]
- 50% of the customers feel that there is a major need for improvements in the customer service and support offered by most companies. [1]
- 68% of customers expect the customer service team to demonstrate empathy. [1]
- 43% of customers prefer call centers and contact centers that offer bots to simplify customer service. [1]
- 60% of customers are open to using AI in customer engagement as it plays a significant role in resolving customer issues promptly. [1]
- 88% of the customers are more likely to share their online feedback about customer service experiences they’ve had. [1]
- 86% of the customers are highly research driven and make more informed choices than they did before 2020. [1]
- 93% of customer service teams believe that customer expectations are higher than before. [1]
- 88% of customers expect companies to accelerate digital initiatives due to the COVID pandemic. [1]
- 79% of the consumers believe that the experience a company provides is as important as its product or services. [1]
- 69% of customers expect more digital and personalized experiences from companies while getting products or services. [1]
- 44% of the customers feel that businesses need to incorporate technological solutions to make the customer’s life easier. [1]
- Nearly 58% of consumers will end ties with a brand or business due to poor customer service. [1]
- There’s been a 4% increase across the board in the number of businesses tracking customer satisfaction. [1]
- 52% of the call centers monitor online reviews and social media platforms to assess customer satisfaction. [1]
- There’s been a 6% increase in the number of companies that track NPS to measure the customer satisfaction score. [1]
- More companies are implementing a brand advocacy program – 5% more than the previous year. [1]
- As per the current statistic, 67% of the companies have shown tremendous growth and business potential by collecting customer feedback. [1]
- 90% found it helpful in streamlining the call center operation. [1]
- 48% of customer service teams feel that creating a great customer experience is their topmost priority and the key to generating more revenue. [1]
- 45% of customer service teams believe that focusing on customer retention strategies should be their second most crucial work priority. [1]
- 17% of customer service teams think implementing a customer feedback program is among their top 10 priorities. [1]
- 42% of all businesses have incorporated a help desk system to improve customer experience and journey. [1]
- 86% of those companies believe that it boosts work productivity and builds customer loyalty. [1]
- 40% of businesses are incorporating self service functionalities like a knowledge base or FAQs section to resolve customer queries more efficiently. [1]
- 32% of all businesses are deploying a CRM system at the call centers to boost sales and enhance relationships with existing customers. [1]
- 28% of all businesses are using the ticketing system to streamline customer queries and facilitate better workflow. [1]
- The 2020 Statista Report states that 87% of global organizations believe that AI will give them a competitive advantage. [1]
- According to a 2020 Survey by Vox Media, 90% of North American businesses are likely to spend more on video conferencing in 2024 to improve the customer experience. [1]
- The 2020 InterraIT Report reveals that 47% of organizations worldwide will use chatbots to simplify the customer journey, and around 40% will deploy virtual assistants. [1]
- The 2021 Accenture Study on The Future Of Customer Conversation indicates AI and other emerging technologies will handle 70% of customer interactions by 2024. [1]
- As per the 2020 Market Study, 66% of call center businesses are looking forward to investing in advanced analytics to provide a better customer journey. [1]
- According to the Gartner Press Release 2021, organizations will adopt it more widely to reduce IT and support costs. [1]
- More than 50% of the call centers expect the demand for artificial intelligence to grow in the next few years. [1]
- Nearly 33% of call center employees feel that their company’s outsourcing footprint will increase in the future to tackle the problem of agent attrition. [1]
- As per the 2021 Talkdesk Global Contact Center KPI Benchmarking Report, the average call abandonment rate of most call centers is 12%. [1]
- As per the Zendesk Customer Experience Trends 2020 Report, nearly 60% of customers feel that a long wait time is the most frustrating aspect of any service experience. [1]
- For example, an 80/30 call center service level means your agents try to answer 80% of all calls within 30 seconds. [1]
- Nearly 60% of the customers agree that faster issue resolution is the most important aspect of good customer service. [1]
- 78% of customers agree on choosing a company again – even if the company has failed to deliver in the past – if they were extremely satisfied with their customer service and empathetic approach. [1]
- The highest utilization is QA (68%). [3]
- The vast majority (87%) currently experience difficulty ensuring quality assurance and struggle with maintaining compliance (77%). [3]
- The vast majority (85%). [3]
- To provide more guidance to agents, 58% of leaders are engaging agents in more regular conversations and 57% are prioritizing more personalized coaching and support. [3]
- 85% are optimistic their contact center will become a revenue driver versus a cost center in the future. [3]
- As it stands, 63% of contact centers currently operate on a hybrid model, with some agents working in the office and others working remotely. [3]
- But even as vaccination rates increase, hybrid work models are here to stay—54% say they will continue operating on a hybrid model now that the COVID 19 vaccine has become widely available, too. [3]
- 87% currently experience difficulty ensuring quality assurance and 77% struggle with maintaining compliance in a remote setting, highlighting opportunities for improvement. [3]
- While the majority (68%). [3]
- Roughly 30% say it’s much more challenging to ensure compliance remotely. [3]
- And 45% believe it’s somewhat more challenging. [3]
- 25% of contact centers are hiring QA roles this year. [3]
- Agent analytics (45%) and quality assurance automation (41%). [3]
- Leaders also use AI technology for real time voice transcription (29%), sentiment analysis (23%) and natural language processing (19%). [3]
- Interaction analytics closely follows, with 27% currently investing. [3]
- Meanwhile, analytics also play a crucial role in assessing customer experience (59%) and agent performance (55%). [3]
- Contact centers plan to continue using analytics across all categories in the future, but especially within quality assurance operations (61%) and customer experience (61%). [3]
- As a result, 50% of contact center leaders noticed agents were looking for more guidance from management compared to last year. [3]
- To provide more guidance, 58% of leaders are engaging agents in more regular conversations and 57% are prioritizing more personalized coaching and support. [3]
- Nearly half (48%). [3]
- As contact centers prepare for the future, 60% predict keeping up with rapidly advancing technology will be their top challenge. [3]
- According to the United States Bureau of Labor Statistics, workers aged 2024 stay with an organization only 1.1 years on average , and workers aged 25 34 stay 2.7 years. [0]
- Overall averages for the call center industry as a whole range between 30–45 percent, with some centers having almost no turnover, and other centers having turnover in the triple digits. [0]
- For thenumbers in the table below, the turnover rate would be calculated by dividing 54 divided by the average number of staff positions , resulting in an annual turnover rate of 66 percent. [0]
- The top quarter of performers has a turnover rate ofover 30%, while only 15% of the poor performers are going out the door. [0]
- In this example, the center is doing a good job of keeping good people, with only 5% of the top performers leaving. [0]
- Turnover rate is high for the poor performers at 35%, but if you’re going to lose staff, it’s better to have the nonperformers leaving. [0]
- According to the Human Resource Institute, turnover costs about $10 $15k to replace a frontline employee. [0]
- In general, a random sample of 1,080 will yield 95% confidence with a margin of error of +/ 3% regardless of the total size of the universe being sampled. [4]
- Knowing the sample size issue, they have positioned speech analytics as an opportunity to capture and score 100% of the calls through automation. [4]
- In 2016, outsourcing contact centers had a mean turnover rate of 73%, in 2017 it was reported the turnover was only 49%. [5]
- 17% Medium 37% Large 44% Finally, according to Mercer’s U.S. Contact Center Survey, tenure and job title also has an impact on turnover rates Entry level agents 27% Intermediate agents 20% Senior agents 12% Team leaders 11% Supervisors 7% Managers 6%. [5]
- Organizations that offer DailyPay experience an average of 41% reduction in turnover. [5]
- Some clients have seen up to 77% reduction in turnover. [5]
- Absenteeism is reduced by 26%, on average, for clients that offer DailyPay. [5]
- If you choose 95% then your sample size will adjust so that you can by 95% certain that the population is represented in your sample. [6]
- Voxjar is here to help you automatically monitor 100% of your reps’ calls. [6]
- Not surprising, considering that 86% of people today are willing to pay more for a better experience from a company, and 67% cite subpar service as the cause for leaving a company [2]. [7]
- You can’t expect agents to be taking or making calls every minute of the day, so a 100 percent rate is unrealistic. [8]
- According to the International Classification of Diseases , employee burnout is a “syndrome conceptualized as resulting from chronic workplace stress that has not been successfully managed.”. [9]
- And for employers, 95% of HR leaders agree that burnout sabotages workforce retention, according to a survey by Kronos. [9]
- According to a Deloitte survey of 1,000 full time U.S. professionals, 77% of workers have experienced employee burnout at their current job, and more than half have experienced it more than once. [9]
- And for 23% of workers, they feel burnout at work often or always, according to a Gallup study. [9]
- According to one study, 74% of call center agents are at risk for burnout. [9]
- And 30% of those individuals are at severe risk of burnout. [9]
- Contact centers also have some of the highest turnover rates in the country, ranging between 30 45%, more than double the average for all other occupations. [9]
- Burned out employees are 63% more likely to take a sick day; 6 times as likely to be actively seeking a different job; 13% less confident in their work performance; 50% less likely to discuss performance goals with their managers. [9]
- According to a Gallup study, employees who feel supported by their managers are overwhelmingly less likely (around 70%). [9]
- According to research conducted by Middlesex University, 74% of workers believe a lack of training is their biggest hurdle to reaching their full work potential. [9]
- On top of that, 94% of employees admit that they would stay at a company longer if they invested in helping them learn. [9]
- Typically, good surveys use a 95% confidence level, so “d” would be equal to 0.05. [10]
- Sometimes a confidence level of 90% is good enough to draw defensible conclusions, and “d” would be equal to 0.1. [10]
- “Z” equates to 1.6440 when the confidence level is 90% and equates to 1.96 when the confidence level is 95%. [10]
- So, if we take the path of least resistance and only solve for a confidence level of 90%, the formula becomes Sample size =. [10]
- In Microsoft’s Global State of Consumer Service Report, 90% of people said that customer service is a deciding factor in choosing and staying loyal to a brand. [11]
- According to that same report, 58% of consumers say they have stopped transacting with a business after a poor customer service experience. [11]
- The report also says that 55% of customers have higher expectations for customer support than they had one year ago. [11]
- What’s more, 21% of companies with highly engaged team members are 21% more profitable. [11]
- Call Centre Metric Industry Standard – 80% of calls answered in 20 seconds The traditional service level in the contact centre is to answer 80% of calls in 20 seconds. [12]
- However, over recent times, many contact centres have made an effort to improve service levels by attempting to answer 90% of calls in 15 seconds. [12]
- Live Chat – 80% of Chats in 20 SecondsSocial Media –. [12]
- Call Centre Metric Industry Standard – Random scoring of four advisor calls per month (quality score would ordinarily fall between 75 and 90%). [12]
- However, it appears that many contact centres are failing to even do this, with 41% monitoring fewer than four calls every month. [12]
- The bestin class quality programmes score 100% of interactions against multiple, predefined criteria and categories. [12]
- Call Centre Metric Industry Standard – 70–75%. [12]
- Generally, the industry benchmark for FCR is between 70 and 75%. [12]
- Find more tips like these in our article 16 Ways to Improve Your Net Promoter Score Call Centre Metric Industry Standard – 30%. [12]
- In most of the contact centres that we visit, shrinkage – the percentage of time that an advisor is unable to take customer contacts – is usually calculated to be around 30–35%. [12]
- However, the average figure that is entered into our Erlang Calculator is 26.6%, which might indicate that there is widespread confusion over the definition of shrinkage and/or how to calculate the metric. [12]
- In fact, when Knowhow, the delivery and installation service, applied this scheduling scheme in its contact centre, it lowered sickness by as much as 8%, as seen below. [12]
- Track the number of hours being worked Call Centre Metric Industry Standard – 83.3%. [12]
- While it is generally understood that occupancy in the contact centre is best placed between 85 and 90%, to get the most out of the team and to protect them from burnout, most contact centres are not reaching this level. [12]
- According to our Erlang Calculator, the average percentage for occupancy in the contact centre is 83.3%. [12]
- So, what can contact centres do to find this sweet. [12]
- This contact centre set its maximum occupancy rate to be 85% 2. [12]
I know you want to use Contact Center Quality Assurance Software, thus we made this list of best Contact Center Quality Assurance Software. We also wrote about how to learn Contact Center Quality Assurance Software and how to install Contact Center Quality Assurance Software. Recently we wrote how to uninstall Contact Center Quality Assurance Software for newbie users. Don’t forgot to check latest Contact Center Quality Assurance statistics of 2024.
Reference
- qatc – https://qatc.org/winter-2015-connection/exploring-call-center-turnover-numbers/.
- timedoctor – https://biz30.timedoctor.com/call-center-statistics/.
- bls – https://www.bls.gov/ooh/computer-and-information-technology/software-developers.htm.
- observe – https://www.observe.ai/blog/13-quality-management-statistics-that-paint-a-picture-of-the-post-pandemic-contact-center.
- mcintoshassociates – https://www.mcintoshassociates.com/call-monitoring-sample-size/.
- dailypay – https://www.dailypay.com/resource-center/blog/turnover-statistics-contact-centers/.
- voxjar – https://voxjar.com/sample-size-calculator/.
- mycallfinder – https://www.mycallfinder.com/blog/2018/08/call-center-quality-assurance-best-practices/.
- dialpad – https://www.dialpad.com/blog/call-center-quality-assurance/.
- scorebuddyqa – https://www.scorebuddyqa.com/blog/curbing-burnout-in-call-center-agents.
- verint – https://connect.verint.com/b/customer-engagement/posts/qm-assessments-how-many-is-enough.
- kaizo – https://kaizo.com/blog/how-to-improve-quality-assurance-call-center/.
- callcentrehelper – https://www.callcentrehelper.com/industry-standards-metrics-125584.htm.
How Useful is Contact Center Quality Assurance
One of the key benefits of contact center quality assurance is the ability to identify training needs for contact center agents. By reviewing recorded calls, supervisors can pinpoint specific areas where agents may need additional training or support, such as product knowledge or effective communication skills. This not only helps improve the performance of individual agents but also enhances the overall quality of customer service provided by the contact center.
Additionally, contact center quality assurance can help businesses identify trends and patterns in customer interactions. By analyzing data from recorded calls and customer feedback, companies can gain valuable insights into the needs and preferences of their customers. This information can then be used to make informed decisions about product offerings, marketing strategies, and customer service processes, ultimately leading to increased customer satisfaction and loyalty.
Furthermore, contact center quality assurance can play a key role in maintaining compliance with industry regulations and company policies. By ensuring that agents are following established procedures and guidelines, businesses can minimize the risk of legal issues and protect their reputation. Quality assurance measures can also help identify potential risks and vulnerabilities in customer interactions, allowing companies to address them proactively and prevent costly mistakes.
Another important aspect of contact center quality assurance is its role in driving continuous improvement. By regularly evaluating and monitoring customer interactions, businesses can identify areas for enhancement and implement changes to increase efficiency and effectiveness. This commitment to ongoing improvement not only benefits customers but also helps companies stay competitive in a rapidly evolving market.
In conclusion, contact center quality assurance is a valuable tool for businesses looking to deliver exceptional customer service and support. By monitoring interactions, identifying training needs, analyzing trends, ensuring compliance, and driving continuous improvement, companies can enhance the overall customer experience and build stronger relationships with their customers. As technology advances and customer expectations continue to evolve, contact center quality assurance will play an increasingly vital role in helping companies stay ahead of the curve and deliver the level of service that modern consumers demand.
In Conclusion
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