Friday, October 5, 2007

Report: Call centers no better at satisfying customers

Dimension Data says plummeting customer satisfaction rates reflect more accurate measurement on part of contact centers.

Despite increasing emphasis on providing better service, contact centers appear to be doing a worse job of satisfying customers, according to a call center report published Monday.

Satisfaction rates in contact centers took a nosedive in 2006, falling from 82% a year earlier to 68% last year, according to the Global Contact Center Benchmarking Report. IT services consultant Dimension Data prepared the report, which surveyed 403 contact centers in 42 countries about the latest industry trends.

Participants reported lower customer satisfaction rates and at the same time confirmed that customer satisfaction is the principal driver of call center development strategies. It ranked first among development strategies in importance, according to 87.3% of respondents. Quality and process improvements placed second in the rankings, cited by 80.7% of respondents.

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