Contact Center Solutions Featured Article

Avaya Contact Center Consumer Index for Japan Indicates Rise in Self-Service Preference

December 13, 2007

The contact center plays an important role for the organization. Contact center agents interact with customers and are often their only point of contact with the company. As a result, the experience that the customer has with the contact center can have a significant impact on the customer’s likelihood to purchase from that company again, or look elsewhere.

Understanding the customer’s perception of the contact center is essential for all organizations. As a result, such perceptions are often measured, either by the company or a third party to assess the overall customer reaction. Avaya (News - Alert) recently released the results of the Avaya Contact Centre Consumer Index for Japan.

Key findings from this study indicate that one third of the 300 consumers surveyed agreed that they like interacting with contact centers in Japan. Another one third disagreed with this statement and another 40 percent were neutral. The results of this survey could be considered alarming for those that rely on their contact centers to ensure customer loyalty.

These results could also indicate a change in consumer preference on how they interact with the contact center. In fact, 48 percent of consumers surveyed revealed that they would prefer to use an Internet channel than to make a call to a contact center. Interestingly enough, the second channel of preference for Japanese consumers when contacting the contact center was e-mail.

Gaps do exist between expectations and reality for Japanese consumers when dealing with the contact center. The greatest gaps were found to be the level of empathy shown by the agent and the professionalism of the agent.

This notion of empathy by the customer service representative was actually a very strong driver and predictor of consumer satisfaction, relationship and loyalty. It was also significantly stronger in Japan than any other country studied.

The results of this study were shared at Avaya's International User group event, hosted for this region, in Tokyo. A keynote address was delivered by Dr. Wallace, Managing Director of callcentres.net, who presented the results of the Avaya Contact Centre Consumer Index for Japan.

Dr. Wallace stated, "One of the fascinating findings of this Avaya Index for Japan, not found in any of the other country studies, was the contact centre agent's empathy and its influence on the overall experience of the Japanese consumer.”

“In Australia and NZ, the key driver of consumer experience is first call resolution, and in Korea it was being provided with correct information, and in Singapore it was the company having the consumer's best interests at heart. Nowhere else is the empathy of the agent more important than in Japan."

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Today’s featured White Paper (News - Alert)  is titled VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!