Skip to main content

Customer Segmentation Improve Call Centers

A survey of call centers around the globe shows increased usage of customer segmentation techniques -- the division of a customer base into groups based on criteria that are relevant to the business.

According to the ninth annual Global Contact Center Benchmarking Report, a survey conducted by Dimension Data, more contact centers have adopted broader organizational segmentation strategies than in the past to improve interactions with customers.

The percentage of organizations worldwide delivering personalized and segmented service has jumped to 42.8 percent from 28.3 percent last year. With the contact center being a key point of contact for many customers, it should have easy access to customer information owned by other parts of the organization.

In many cases, this flow of information has become relatively unobstructed, with information about customers and their spending patterns integrated into various business divisions. According to the report, 34.4 percent of contact centers use the same segmentation as their broader organization, up 10 percent over last year's results.

These contact centers are using customer segmentation to raise service levels to new heights, tie in customer loyalty and secure greater spend within their market.

Top lessons learned from the segmentation trend are:

- Just 36.0 percent of organizations have a single view of the customer across voice, email, chat and Interactive Voice Response (IVR). Yet over 50.8 percent of contact centers have a single view when it is across products and services; 48.2 percent across customer data and 46.0 percent across customer transaction history. As companies realize the true value of retaining existing customers, there has been a distinct move away from separate segmentation strategies with figures dropping to 26 percent.

- Everyone in the organization should support the customer. Contact center goals should be in synch with broader organizational goals and be applied across multiple channels to create "good customer karma" especially in hotly competitive global markets. Incredibly, 30 percent of contact centers believe developing a single view does not apply to them.

- Over 74.3 percent of contact centers want to reduce the cost of serving customers without adversely affecting service quality. In 2006, more than 80.5 percent say that increased competitiveness and price sensitivity is making this goal even more important than ever.

- Mature markets, like telecommunications and financial services, need greater segmentation of product and services to keep customers happy. Segmentation is key so companies can more effectively target groups with appropriate marketing messages in order to balance customer objectives with cost-to-serve metrics.

Popular posts from this blog

Industrial and Manufacturing Technology Growth

In an evolving era of rapid advancement, market demand for innovative technology in the industrial and manufacturing sectors is skyrocketing. Leaders are recognizing the immense potential of digital transformation and are driving initiatives to integrate technologies into their business operations.  These initiatives aim to enhance efficiency, reduce costs, and ultimately drive growth and competitiveness in an increasingly digital business upward trajectory. The industrial and manufacturing sectors have been the backbone of the Global Networked Economy, contributing $16 trillion in value in 2021. Industrial and Manufacturing Tech Market Development   This growth represents a 20 percent increase from 2020, highlighting the resilience and adaptability of these sectors in the face of unprecedented challenges, according to the latest worldwide market study by ABI Research . The five largest manufacturing verticals -- automotive, computer and electronic, primary metal, food, and machinery -

GenAI Revolution: The Future of B2B Sales Apps

When B2B buyers consider a purchase they spend just 17 percent of that time meeting with vendors. When they are comparing multiple suppliers‚ time spent with any one salesperson is 5 or 6 percent. Self-directed B2B buyer online research has already changed procurement. IT vendors are less likely to be involved in solution assessment. Now, more disruptive changes are on the horizon. By 2028, 60 percent of B2B seller work will be executed through conversational user interfaces via Generative Artificial Intelligence sales technologies -- that's up from less than 5 percent in 2023, according to Gartner. Generative AI Market Development "Sales operations leaders and their technology teams must prepare for the convergence of new forms of artificial intelligence, dynamic process automation, and reinvented deal-planning activities that will transform the sales function," said Adnan Zijadic, director analyst at Gartner . According to the Gartner assessment, Generative AI (GenAI) s

Rise of AI-Enabled Smart Traffic Management

The demand for smart traffic management systems has grown due to rising urban populations and increasing vehicle ownership. With more people and cars concentrated in cities, problems like traffic congestion, air pollution, and greenhouse gas emissions are pressing issues. Since the early 2000s, government leaders have been exploring ways to leverage advances in IoT connectivity, sensors, artificial intelligence (AI), and data analytics to address these transportation challenges. The concept of a Smart City emerged in the 2010s, with smart mobility and intelligent traffic management as key components.  Smart Traffic Management Market Development Concerns about continued climate change, as well as cost savings from improved traffic flow, have further motivated local government investment in these advanced systems. According to the latest worldwide market study by Juniper Research, they found that by 2028, smart traffic management investment will be up by 75 percent from a 2023 figure of