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Industry Research

SupportIndustry.com Research Results:
2013 People Issues in Customer Support Survey

As the face of your organization, customer service and support agents have a direct influence on your brand and reputation.  In their role as an essential part of your customer satisfaction and loyalty ratings, agents need to be a good fit for this demanding job, adequately trained, coached and provided tools to continually improve their performance.

So how are companies rising to this challenge? SupportIndustry.com’s 2013 People Issues in Customer Support Survey took on this issue and examined  the "people" issues that drive customer service operations: how satisfied customers are, how agents feel, how we supervise people and measure performance, and the systems we have in place to train and coach people.

The survey was conducted in April 2013, drawing 73 responses from a wide range of industries including technology (36.9%), services (13.6%) and manufacturing (9.5%). Most respondents were customer support management or executives (52%) or corporate management or executives (26%).  Annual support operation budgets primarily fell into two categories, with 45.2% coming from support operations whose annual budgets exceeded US $1 million, and 17.8% reporting a budget of $500 – $1 million.

Key findings of the survey include:

  • The top two “stuck points” for agents are saying “no” to customers (23.2%) and maintaining a low average handle time (17.8%).
  • 78% offer customer skills training to their staff and 68.4% offer supervisory or coaching training to supervisors.
  • The most popular customer skills training offered are performance assessment (79.3%), group exercises (70.6%) and live role-playing (60.3%).
  • 46.5% rate the relationship between agents and their supervisors as “cordial and constructive”.
  • 79.4% report they monitor the support transactions of front-line agents.
  • The most popular monitoring tools include live side-by-side monitoring (63.9%), remote audio monitoring (63.9%) and silent monitoring (57.3%).

Get your copy of the full survey results by clicking below.


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