ForeSee, a customer experience analytics firm, released its February Contact Center Benchmark, which allows companies to determine how the contact center experience they provide compares to industry averages and customer expectations.
Nearly 11,000 customers expressed their opinions about contact centers to ForeSee in the month of February. ForeSee’s satisfaction benchmark for contact centers is at 70 on a 100-point scale. This is an average score that contact centers can use as a yardstick against which to measure their own performance. Companies scoring significantly higher than 70 are outperforming the industry average. Companies scoring significantly below 70 have a lot of work to do, because their customers’ satisfaction has a direct impact on future actions, such as the likelihood to purchase from the company in the future.
Scores for individual companies ranged from 53 to 86. Some companies are well-loved for the contact center experiences they provide, while others are strongly disliked. When ForeSee isolated scores for service-focused call centers, there was a benchmark of 67. This comes as no surprise since customers contacting a service-oriented center are likely calling with a problem and may already be frustrated.