We are sure you already know the importance of customer experience in the contact center industry. Well, in all industries in general. But have you proven it with numbers?

Here are some handy insights to help you measure the level of importance of Customer Experience and understand what are the elements that play the biggest roles in it. Let’s jump right into these 9 facts about customer experience your contact center team can’t afford to ignore.

Read: How To Manage Bad Customer Service Experiences In Your Contact Center

• 75% of customers believe it takes too long to reach a live agent.
• 84% of consumers are frustrated when the agent does not have information.
• 66% of consumers who switched brands did so because of poor service.
• 67% of customer churn is preventable if the customer issue was resolved during the first engagement.
• It is 6-7X more expensive for companies to attract new customers than to keep existing customers.
• 55% of consumers are willing to pay more for a guaranteed good experience.
• 84% of organizations are now embracing the customer experience model.
• 70% of companies that deliver best in class customer experience use customer feedback.
• Improved experience can grow revenue by 5% to 10% — and cost from 15% to 20% less — over a span of three years.

Read: Biggest Obstacles To Outstanding Customer Experience: What Experts Say

These facts show the importance of customer experience, customer feedback, level of service, customer feedback, customer retention, agent training, agent capacity and several more things. Now it’s time to keep learning about these topics and start the improving the Customer Experience in your contact center.

At Call Center Services International we know you care about your customers. For this reason, we take special attention in offering competitive rates for you to increase your agent capacity, letting you keep control of your nearshore operation, and providing you with a talented bilingual and bicultural workforce. Contact us to learn more.