Use of software: Investments in call center tools are increasing
Posted: Tue Feb 11, 2025 5:27 am
Study: Almost 40% of customers have to wait 5 minutes or more to be connected to a customer service representative. Find out here how optimizing work processes, outsourcing and the right software help companies to advise customers quickly and competently and remain competitive.
In this article
Use of software: Investments in call center tools are increasing
Outsourcing: Almost 40% already outsource their customer service
Optimizing workflows: meeting customer expectations and relieving employees
Software, Outsourcing, Workflows: A Solid Strategy for Efficient Customer Service
Customer service employees handle a high volume of customer inquiries and are under enormous pressure to work as efficiently as possible. Especially in times of inflation and high customer expectations, companies that provide customer service feel the pressure to increase their efficiency and remain competitive.
This study shows how efficiency and competitiveness can be increased through the use of software, outsourcing and workflows within the customer service team. Among other things, we answer which software companies use in their customer service, how long German customers have to wait for a customer service employee in international markets and what companies can do to minimize waiting times.
For this purpose, almost 200 full-time employees from Germany who work in customer service, use or buy customer service software and handle customer service calls internally or externally were surveyed. The study was part of a data collection with a total of 2,307 participants from Germany, Great Britain, France, Spain, Italy, the USA, Canada, Australia, Japan, Brazil, Mexico and India.
Highlights of the study:
Almost 40% outsource their customer service
69% of companies with in-house customer service are planning (32%) or considering outsourcing resources (37%)
39% have to wait 5 minutes or more to be connected to a customer service representative
88% of customers wait 1 to 15 minutes for their problem to be solved
The insights gained from the study are intended to help companies optimize their customer service and provide exceptional customer experiences with the help of call center technologies .
In the digital age, the use of software in customer service is a given for most companies. So the question is not whether to invest in software, but in WHICH.
We asked our respondents what categories of software their company uses to handle customer inquiries. The three most commonly used applications were telephony software (53%), help desk systems (52%) and live chat tools (45%).
Decision makers also have the choice of purchasing either individual programs netherlands telegram data that specialize in one area, such as customer communication or data analysis and reporting, or software such as call center software that is specifically designed to manage call center operations and includes the most important features for that purpose.
Software categories that companies use to handle customer service requests
As shown in the graphic, call center software ranks fourth on the list of software categories that companies use to handle customer inquiries, at 42%. Of this group, 41% plan to upgrade their current call center software in the next 18 months and 19% plan to switch vendors.
Forecasts for investments in call center software in the next 18 months
The actual expenditure on call center software is mainly between 2,125 and 4,249 euros per year (27%). This is followed by 24% who invest 4,250-8,499 euros annually and 10% even pay more than 17,000 euros per year.
What is surprising is that a significant proportion of respondents who do not currently use call center software, but rather, as mentioned above, use telephony or help desk software, for example, are also interested in call center software. 42% stated that their company officially plans to invest in call center software. 29% are considering an investment.
In this article
Use of software: Investments in call center tools are increasing
Outsourcing: Almost 40% already outsource their customer service
Optimizing workflows: meeting customer expectations and relieving employees
Software, Outsourcing, Workflows: A Solid Strategy for Efficient Customer Service
Customer service employees handle a high volume of customer inquiries and are under enormous pressure to work as efficiently as possible. Especially in times of inflation and high customer expectations, companies that provide customer service feel the pressure to increase their efficiency and remain competitive.
This study shows how efficiency and competitiveness can be increased through the use of software, outsourcing and workflows within the customer service team. Among other things, we answer which software companies use in their customer service, how long German customers have to wait for a customer service employee in international markets and what companies can do to minimize waiting times.
For this purpose, almost 200 full-time employees from Germany who work in customer service, use or buy customer service software and handle customer service calls internally or externally were surveyed. The study was part of a data collection with a total of 2,307 participants from Germany, Great Britain, France, Spain, Italy, the USA, Canada, Australia, Japan, Brazil, Mexico and India.
Highlights of the study:
Almost 40% outsource their customer service
69% of companies with in-house customer service are planning (32%) or considering outsourcing resources (37%)
39% have to wait 5 minutes or more to be connected to a customer service representative
88% of customers wait 1 to 15 minutes for their problem to be solved
The insights gained from the study are intended to help companies optimize their customer service and provide exceptional customer experiences with the help of call center technologies .
In the digital age, the use of software in customer service is a given for most companies. So the question is not whether to invest in software, but in WHICH.
We asked our respondents what categories of software their company uses to handle customer inquiries. The three most commonly used applications were telephony software (53%), help desk systems (52%) and live chat tools (45%).
Decision makers also have the choice of purchasing either individual programs netherlands telegram data that specialize in one area, such as customer communication or data analysis and reporting, or software such as call center software that is specifically designed to manage call center operations and includes the most important features for that purpose.
Software categories that companies use to handle customer service requests
As shown in the graphic, call center software ranks fourth on the list of software categories that companies use to handle customer inquiries, at 42%. Of this group, 41% plan to upgrade their current call center software in the next 18 months and 19% plan to switch vendors.
Forecasts for investments in call center software in the next 18 months
The actual expenditure on call center software is mainly between 2,125 and 4,249 euros per year (27%). This is followed by 24% who invest 4,250-8,499 euros annually and 10% even pay more than 17,000 euros per year.
What is surprising is that a significant proportion of respondents who do not currently use call center software, but rather, as mentioned above, use telephony or help desk software, for example, are also interested in call center software. 42% stated that their company officially plans to invest in call center software. 29% are considering an investment.