An 18 month study by UK Bright found that the proportion of customers saying they were “very satisfied” or “satisfied” with their experience had declined from 62% to 50% over 18 months, according to research from two million consumers.
With more than 1 million people employed in Call and Contact Centres in the UK, it is no wonder the industry is worried about this downward trend.
Part of the problem is those business owners and directors who still see their Contact Centres as a cost, rather than a powerful tool for reducing the costs associated with complaint handling, customer churn and agent attrition. Those companies who treat agents well by providing them with an efficient and pleasant working environment and effective agent tools, such as visual communications, will cash in by mopping up any dissatisfied customers, increasing market share.
The study by UK Bright found a strong link between good customer service and profits, with knowledgeable and effective call centre advisors helping companies increase sales by 10%.
Click the link to find out more about the new direction Contact Centre’s are taking: http://www.hermanmiller.com/research/research-summaries/new-directions-in-call-center-design.html