Dimension Data’s 2016 Global Contact Centre …

1 Accelerate your ambitionDimension Data s 2016 Global Contact Centre benchmarking Report17 June 2016 Global resultsDigital transformation with a human touchThe Global Contact Centre benchmarking ReportLaunched in 1997by Merchants, Dimension Data s subsidiary Contact Centre Global research study of multichannel interactions and the Contact centreSupported by over 40of the world s leading industry groupsand associations19 yearsof trends, performance analysis and best practice techniques6core review areasspanning innovative strategies on operations and technology to self- and assisted-service solutionsAbout the 2016 Report6 chapters, 700+ data points, 80+ charts of results 1320companies from81countries globally contributed to this year s research Analysiswith contextand recommendationson best practices16 new questions and existing survey expanded to include digital25 country/regional highlights summary reportsNew for 2016 bespoke report builder via new websiteaccelerate your ambition4 What s included?

2 Customer analyticscustomer segmentationsingle view of customercustomer intelligenceservice determinantsprocess re-engineeringinternal SLAsContact Centre operationscustomer satisfactioncontact qualitymanagement informationcontact statisticscontact resolutionperformance managementWorkforce optimisationstaffing modelstrainingcompetency managementemployee engagementhuman resourcesworkforce managementTechnology solutionstechnology trendstechnology readinessownershipcontact Centre deploymentsapplication functionalityservice managementCX strategy and innovationcontact channelscentre maturitymarket trendsfinancial positioninglocation planningstrategic performanceinnovationDigital servicesself-service capabilityself-service prioritiescustomer behaviourscontact statisticsprocess reviewschannel developmentThe big transformation.

3 Evolution of the Contact centreTelephone-primed CXDigital-primed CXContact2000sChannel migration for cost reductionBroadeningchannel access1990sCallReplacingface to faceProvide improved customer access2010sMultichannelPart of amultichannel experience Supporting other channels - not always first choiceOmnichannel2016 2020 Focused on resolving user issues in-channel Providing assisted support for integrateddigital channelsDigital analyticsTechnology enablement2016-2020sPersonalisation & proactive CXaccelerate your ambition8 The digital digital revolution continuesToday, digital interactions account for over 42% of all interactions and are on track to overtake voiceby end of the your ambition10 Contact by channel: Actual split versus desired splitWhat is your desired split of customer interactions by channel grouping?

4 N | 1034 Desired split still some way to go before actual target numbers achievedDesired phone is versus actual of self-service is versus actual of your ambition11 Industry trends affecting Contact centreWhat are the top three industry trends affecting your CX capability?n | 1319 Connected (omnichannel) customer journeys taking precedenceMore so than migration of traffic to alternative channelsaccelerate your ambition12 Innovation and emerging trendsWhat are the top three things that will reshape the Contact Centre industry (and CX) during the next five years?n | 1319 Analytics again voted top factor that will reshape industryPersonalised service offerings fall right behind architecture capability as top CX enablerThedetail.

5 Digital interactions dominate: Digital volumes handled by Contact centres on track to exceed phone by end of 2016 SOURCE: 2016 Global Contact Centre benchmarking ReportGrowth in almost every digital channel, contrasts with of phone in split of interactions handled by Contact centreCost reduction now top reason for offering self-/assisted-service channels (ahead of CX)But 1 in 3 say digital tech not meeting business needsaccelerate your ambition15 Contacts handled by channelWhat s the percentage split of interactions being handled across the channels offered to your customers?n | (touchtone/speech) website (incl. knowledge portals, peer-to-peer systems etc.)

6 Chat (incl. instant messaging, co-browse) media - Facebook, Twitter, kiosk support ( branch walk-ins)Not askedNot application (smartphone, tablet apps) services ( push messages, auto updates, etc.)Not askedNot chatNot by phone drop again, by 12% year on yearSupports our forecast that digital to surpass phone by end 2016 Activity rises on almost every digital channelaccelerate your ambition16 Popularity of channel type by age groupWhich Contact channel is most popular with the following age groups?n | 787 Percentage of centres that do track channel popularity by age profile% of NUnder 25 yearsBetween 25 and 34 yearsBetween 35 and 54 yearsBetween 55 and 70 yearsOver 70 yearsSocial a top 3 choice for everyone <55 Social media top for those under 25.

7 Phone still preference for 35> (it s not going away anytime soon)CX recognised as a clear differentiator: it s dominating the service revolution as organisations go digital or dieSOURCE: 2016 Global Contact Centre benchmarking Report83% recognise CX as a competitive differentiatorThat s a rise of 30% since 201278% recognise CX as the most important board level/exco strategic performance measure 77% can evidence cost saving benefits via improved CX; 74% say it increases company profits/revenues Strategy and innovationConnecting the customer design: Seamless CX across an increasing number of channels has driven demand on Contact centres to create a unified experienceSOURCE: 2016 Global Contact Centre benchmarking ReportOmnichannel top trend for 2016 Full channel integration levels set to treble from to in next two years Connected customer journeys and ease of resolution now top focus as most centres look to offer 9 or more channel offeringsCustomer journey mapping emerging as a top 5 year trend alongside analytics that will re-shape industry.

8 For now just 17% can locate problem hotspotsaccelerate your ambition19 Services supported by Contact centreWhat services can your Contact Centre support, now and in the future?n | 1319 Average of 9 channels for most by 2017 Mobile app offerings up 61%Automated services emerging as dark horse game changerProactive automation: Across the spread of digital channels will drive proactive outbound activity, pre-empting customer needs and reducing costsSOURCE: 2016 Global Contact Centre benchmarking Report31% have capability now, it will rise to 57% by end of yearProactive outbound now third behind phone and email for initiating Contact on complaints (7%), service enquiry updates (17%), sales and marketing (21%) and default notifications (24%Internet of things emerges onto the horizon too, as customer journey analysis identifies opportunity to reduce call propensityaccelerate your ambition21 Reasons for offering self-/assisted-servicesWhat are your main reasons for offering self-/assisted-service channels?)

9 N | 1100 PercentageImprove customer appetite for of an omnichannel strategy (creating seamless customer journeys across channels) service coverage sales opportunity/revenue employee now top factor driving digital channel presenceCost pressures lessen on past years resultsSOURCE: 2016 Global Contact Centre benchmarking ReportPersonalisation of services will be key and enabled by analytics voted top trend that will change the industry in next 5 yearsYet, 79% still have no big picture view of interactions across service channelsNumber pre-identifying and segmenting customers has increased for 3rdconsecutive year; channel prioritisation and customer groupings top methods in playCloud and hybrid solutions: Cloud in some form no longer a discussion.

10 60% plan to locate tech in cloud. SOURCE: 2016 Global Contact Centre benchmarking Report61% plan to locate their technology in the cloud30% leaning towards hybrid cloud; 23% a private cloud and 8% a shared/public cloud solutionIn future, just 23% will own and retain technology on premiseaccelerate your ambition24 Impact of hosted/cloud technologies on the businessUsers expressing an opinion: How has the use of hosted/cloud technologies affected your Contact Centre ?n | 37087% of existing users highlight it provides access to a single integrated customer platform89% says it enables access to new functionality Digital needs a human touch Digital-missing the human touchCX dominates, digital volumes growing, but falling short of potential Needs integrated design, ownership and managementHybrid cloud -making a powerful impactCloud no longer a decision.