Click to Visit

Follow supportindustry on Twitter 

Click to Visit

Industry Stats
Support Metrics Snapshot: How Contact Centers are Performing in 2012
SupportIndustry.com's 2012 Service and Support Metrics survey represented a perfect trifecta: support performance increased overall, as its complexity continued to increase, and as an increasing amount of this support volume continues to migrate to support channels other than the phone. Key findings from the survey include:

  • Average speed to answer for phone-based support: A whopping 70.2% answer the phone in 30 seconds or less, nearly double 2011's rate of 37%. At the other end of the spectrum, 7.9% wait more than a minute - less than a third of 2011's rate of 22.8%, but more than twice the 3.2% in 2009.
  • Average speed to answer for e-mail support: Nearly a third of respondents (30.6%) answer e-mails within one hour, and over three-quarters (75.1%) respond within six hours. Just two respondents (1.9%) state that they take over 24 hours to respond.
  • Average hold time: 65.3% of respondents have hold times of a minute or less, slightly more than 2011's figures of 58%. The percentage of those with no hold time at holds steady at 21.9% this year, while 79.9% pick up within two minutes.
  • Worldwide IT Spending to Grow 6% in 2012, Despite Economic Uncertainty
    New research from IDC shows Worldwide IT spending remains on course to grow 6% this year in constant currency, only slightly down on last yearís pace of 7% growth, in spite of continuing macroeconomic uncertainty. Strong performance in software, storage, enterprise network and mobile device markets has offset weaker trends in PCs, servers, peripherals and telecom provider equipment. Key trends in the Worldwide IT market so far in 2012 include:

  • US IT spending remains on course for weaker performance than 2011 with growth of 5.9% (down from 8.5% last year); the launch of Windows 8 in Q4 should help to drive a meaningful recovery in the PC market next year.
  • While Western Europe remains weak overall due to the slow economy, software growth in Northern Europe was robust, and mobile device shipments (smartphones and tablets) have remained on course; excluding mobile devices, however, Europe is on course for just 1% growth in constant currency (a -4.5% decline in US dollars)
  • Strong growth is still expected in India (14%), Brazil (14%), Russia (11%) and South Africa (8%)
  • Overall Worldwide IT spending is now expected to grow by 6% in 2013 to $2.1 trillion (ICT spending including telecom services will increase by 5% next year to $3.8 trillion)
  • Click Here For More Articles