Contact Center Satisfaction Index reported that consumers believe they are getting better customer support. This is the third year the survey was conducted. 2,200 participants were involved in the study commenting on banks, personal computers, retail, government, insurance, hotels, etc.
A 3% gain of overall satisfaction was noted over the previous year. The reason some believe is the over abundant talent pool. The recession has left many highly qualified people out of work and call centers are receiving the benefit of this pool of candidates. And in addition, the rate of employee turnover has slowed. Giving companies the advantage of keeping their experienced reps.
- Banking sector made the biggest gain in overall satisfaction, up 11%
- Cable & satellite TV gained 8%
- Insurance companies gained 5%
- Hotels & PC remained flat
- Retail, cell phone companies & government declined
Other items noted in the survey
- Domestic reps rated 84 out of 100 – versus offshore reps – 62
- First call resolution – U.S. call centers 68%; Offshore 42%
It may be time to rethink the interactive voice recognition systems. Respondents were very clear about how much they hate these systems. Company officials might try running through the system to get a better feeling for what the customer is experiencing. While these systems help defray costs in many areas, the costs need to be weighed against the lost revenue when a customer decides they’ve had enough of “press or say” repeatedly trying to get a simple answer.
0 responses so far ↓
There are no comments yet...Kick things off by filling out the form below.
You must log in to post a comment.