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Four Revealing Insights into the Customer Support Industry for 2016

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Revealing insights into the customer support industry for 2016 custserv


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About the survey Until now, little research has been done on the state of the customer support profession. For the first time ever, we worked with the industry to survey more than 110 anonymous respondents to to give them deeper insight into their industry. Read on to learn more about the trends affecting the industry, including salary, tenure, job satisfaction and challenges. 1 Customer Support Manager 43/37% 2 Customer Support Agent 36/31% 3 Customer Support Director 18/16% 4 Other 14/12% 5 VP of Customer Support 5/4% custserv


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About the survey See the full report! Kayako’s 2016 Customer Support: State of the Profession Report learn.kayako.com/state-of-the-profession-2016 Read on for our four main findings custserv


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Tenure Most customer support professionals (41%) have worked at their current company for 1-3 years. custserv


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Team size The most common size for a customer support team is 6-25 employees (36%), with the least common being single-employee support teams (8%). custserv


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Challenges Managing time and workload was reported as the biggest issue faced in customer support, with 63% respondents saying they find this challenging or very challenging. custserv


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Job satisfaction Most respondents (67%) reported feeling satisfied or very satisfied in their jobs, though when asked how satisfied they felt when they first started their jobs, this number was higher (77%). custserv


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Salary $20,000 $48,972 Other $40,000 $53,605 Customer Support Agent $60,000 $64,071 Customer Support Manager $80,000 Customer Support Director $76,667 VP of Customer Support Mean salary (USD) $100,000 $96,000 $0 Job Title Median compensation ranges are as follows (in US Dollars): Customer Support Agent - $45-60k Customer Support Director - $75-90k Customer Support Manager - $45-60k VP of Customer Support - $105k + custserv


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Customer Support Managers salaries range from $30k $105k+ Why are Customer Support Manager salaries so varied? For a full breakdown on customer support salaries, read the full report [learn.kayako.com/state-of-the-profession-2016] custserv


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New facts about the customer support industry 1. Burnout is a real issue across the support industry 2. Support professionals prioritise customer happiness above revenue 3. Delivering customer happiness is easy - “delight” is unnecessary 4. Reducing customer effort and multichannel support are the future custserv


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1. Burnout is a real issue across the industry custserv


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1. Burnout is a real issue across the industry Number of responses 50 40 30 20 10 0 very unsatisfied 2 3 4 very satisfied Level of job satisfaction when first started job 0 very unsatisfied 2 3 4 very satisfied Current level of job satisfaction Customer support professionals are 6.8% less satisfied now than they were when they first started their jobs. custserv


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1. Burnout is a real issue across the industry Job titles VP of Customer Support Customer Support Director Customer Support Agent Other Customer Support Manager Mean salary (USD) $100,000 $80,000 $60,000 $40,000 Very unsatisfied 2 3 4 Very satisfied It takes about $10,000 per annum to boost a customer support professional’s job satisfaction from satisfied to very satisfied. Current level of job satisfaction This graph shows mean job satisfaction compared with mean salary, by job title. custserv


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1. Burnout is a real issue across the industry Number of responses 40 30 20 10 0 Not challenging at all 2 3 4 Very challenging Managing time and workload This graph shows the number of responses for degree of challenge across all roles. 73% of customer support professionals find managing time and workload their biggest challenge. custserv


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1. Burnout is a real issue across the industry Number of responses 40 30 20 10 0 Not challenging at all 2 3 4 Very challenging Maintaining / improving team morale This graph shows the number of responses for degree of challenge of across all roles. 45% of customer support professionals found maintaining and improving team morale challenging or very challenging custserv


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2. Support professionals prioritise customer happiness above revenue custserv


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2. Support professionals prioritise customer happiness above revenue Number of responses 40 30 20 10 0 Not a priority 2 3 4 Handling customer enquiries Very important This graph shows the number of responses for degree of priority across all roles. 95% of support professionals say handling customer enquiries is top priority custserv


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2. Support professionals prioritise customer happiness above revenue Number of responses 50 40 30 20 10 0 Not a priority 2 3 Upselling / cross-selling 4 Very important This graph shows the number of responses for degree of priority across all roles. 40% of support professionals say upselling/cross selling is not a priority custserv


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3. Delivering customer happiness is easy “delight” is unnecessary custserv


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3. Delivering customer happiness is easy “delight” is unnecessary Say delivering customer happiness is not particularly challenging or not challenging at all 41% custserv


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3. Delivering customer happiness is easy “delight” is unnecessary Say delivering customer happiness is not particularly challenging or not challenging at all 41% AND: For agents, delivering customer happiness is the least challenging part of their job custserv


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3. Delivering customer happiness is easy “delight” is unnecessary Say delivering customer happiness is not particularly challenging or not challenging at all 41% AND: For agents, delivering customer happiness is the least challenging part of their job BUT: Delivering customer happiness becomes harder the more senior the support role custserv


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3. Delivering customer happiness is easy “delight” is unnecessary “How important are the following outcomes?” Collecting customer feedback Onboarding new customers Handling customer enquiries Reducing customer churn Upselling / cross selling Very important 4 3 2 1 Not a priority Customer Support Agent Customer Support Manager Customer Support Director VP of Customer Support Collecting customer feedback is high priority for all customer service professionals. custserv


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4. Reducing customer effort and multichannel support are the future custserv


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4. Reducing customer effort and multichannel support are the future Managing time and workload Helping customers on multiple channels Recruiting and retaining qualified agents Managing SLAs and workload Maintaining/improving team morale Very challenging “How much of a challenge are the following issues for your team?” Agents and managers find multichannel customer help and making things easier for the customer one of the least challenging parts of their job. Delivering customer happiness Making things easier for the customers 4 3 2 1 Not challenging at all Customer Support Agent Customer Support Manager Customer Support Director VP of Customer Support We asked respondents to evaluate how challenging they found seven aspects of their jobs. The graph shows mean responses for each question by each role. custserv


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4. Reducing customer effort and multichannel support are the future Managing time and workload BUT: For Customer Support Directors and VPs, these are notable challenges. Helping customers on multiple channels Recruiting and retaining qualified agents Managing SLAs and workload Maintaining/improving team morale Very challenging “How much of a challenge are the following issues for your team?” Agents and managers find multichannel customer help and making things easier for the customer one of the least challenging parts of their job. Delivering customer happiness Making things easier for the customers 4 3 2 1 Not challenging at all Customer Support Agent Customer Support Manager Customer Support Director VP of Customer Support We asked respondents to evaluate how challenging they found seven aspects of their jobs. The graph shows mean responses for each question by each role. custserv


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4. Reducing customer effort and multichannel support are the future Support leaders are more concerned with developing and implementing processes that deliver delight at scale. As these methods roll out across support teams, and are likely to become a significant challenge for Customer Support Managers in the near future. custserv


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4. Reducing customer effort and multichannel support are the future Priorities of Agents compared to VPs: Agents VPs 1. Recruiting and retaining qualified agents Managing SLAs and workload 2. Managing time and workload Managing time and workload 3. Managing SLAs and workload Delivering customer happiness 4. Maintaining/improving team morale Helping customers on multiple channels 5. Making things easier for the customers Making things easier for the customers 6. Helping customers on multiple channels Recruiting and retaining qualified agents 7. Delivering customer happiness Maintaining/improving team morale Priorities custserv


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Need more? Get the full insight! Download the free report: Kayako’s 2016 Customer Support: State of the Profession Report learn.kayako.com/state-of-the-profession-2016 custserv


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Simple customer service software that scales with your business. kayako.com Subscribe to the blog: learn.kayako.com/join-us custserv


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