Customer Service 관련 통계자료

KISS Metrics에서 발표한 Customer 서비스와 관련된 통계자료인데 너무 중요한 것 같아서 그대로 가지고 와서 소개한다.   우리나라나 미국이나 콜센터를 중요하게 생각은 하고 있지만 운영에 있어서 많은 문제가 있다는 것을 알 수 있다.

45% of consumers initiated a purchase over the phone in the last year.

70% of consumer initiated phone orders were placed on hold.

The average caller’s time on hold is 57 seconds.

Business executives spend 15 minutes a day on hold.

94% of most marketing budgets is spent on persuading a customer to call.

6% of most marketing budgets is spent on handling the customer’s call.

68% of callers stay on the line if they hear relevant information.

12% of callers stay on the line if they hear silence.

34% of callers who hang up do not call back.