Call Centers: The Need for Search

A closer look at the goals and challenges of call centers shows us exactly how an ideal search solution could help.

Goal		Challenges		Why Search?
Increase customer satisfaction		Customers still prefer phone 62% of contact center interactions are via phone The average cost of phone support per incident is $20, as opposed to self support cost of $5 per incident (Source: HDI)		Speed Customer service representatives can quickly access information
		First call resolution Nearly 40% of customer service organizations cite first call resolution as the #1 challenge (Source: Witness Systems)		Relevancy Agents can access the right information to address the customer's issue
Enhance cost efficiency		Heavy spend on technology – across multiple systems   Global call center investment in workforce optimization technologies is in excess of $1 billion (Datamonitor)		Simplicity An ideal search solution would be able to easily integrate with all existing systems
		Agents still don't have the right tools Only 37% of customer service representatives believe they have the tools to service and resolve customer problems (Source: Strativity Group)		User-centric End-users are very familiar with search tools such as Google.com
		High cost of training On average, companies spend $3,000 to train one customer service representative during a two-week period. (Source: Hancock Information Group)		Easy to Use Search is so intuitive that it doesn't require much training