Contact Center Solutions Featured Article

Customer Service Top Concern for Field Agents, Study Finds

October 18, 2012

Field service is the brand for firms who put their workers in the field. So while gas prices continue to trend upward, making sure that customers are happy with field reps is the biggest concern for the vast majority of companies.

This finding comes from a new report commissioned by field service management firm, Trimble (News - Alert), and conducted by an independent market research firm. The study found that 76 percent of the 100 firms interviewed cited customer service as their number one concern, according to the study. Only 42 percent cited fuel expense reduction as a goal.

As the employees most often in direct contact with customers, customer service standards for field service are particularly important. Nearly 96 percent of managers surveyed said that field service workers represented the public face of the company.

“The report confirms that enterprises are becoming increasingly customer-centric in the field services industry,” noted Trimble general manager Mark Forrest in a statement from the company.

They need to be customer-center; more than eight in 10 managers surveyed said that customers are more demanding than they were five years back, even though customer spending is down.

“There is no question that organizations must adapt to meet customers' changing service expectations and understand the impact that this can have on the business, both from a financial and operational perspective,” added Forrest.

Not that field service worker productivity is ignored; 90 percent of respondents stated that increasing worker productivity is a prime goal, especially since four fifths reported that they planned to increase field services in the next five years.

Technology is an important tactic in improving productivity, according to the study. More than 70 percent of those interviewed for the study said they have upgraded workforce technology in the past year, and 43 percent planned to upgrade in the future.

Of this technology investment, scheduling and dispatch solutions play a large role; 76 percent reported plans to update such logistics solutions.

“By taking the steps necessary to implement a fully automated field service management solution,” according to the report, “organizations benefit from near realtime visibility of fleet operations as well as streamlined business processes, which can transform operational efficiency without the need to increase the size of their field-based workforce.”

The report noted that telematics can generate ROI within six to 12 months on average, for instance.

Technology also can hit at that all-important customer service objective. Almost 90 percent of organizations confirmed that creating a narrower appointment window was vital. To that end, implementing better methods of calling and texting customers was cited as a key tactic.

“By managing customer expectations, companies can eliminate negative comments via social media and create loyal advocates who will tell friends—and social media—about the good service they received,” noted the report.

Among the findings, the study also found that green initiatives and driver safety were increasingly important concerns.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Carrier iQ Showcases Capabilities at 2015 Mobile World Congress

Carrier iQ, provider of device-sourced mobile intelligence, announced three solutions for iQ Care and an executive customer experience management (CEM) solution to measure the actual mobile user experience at the 2015 Mobile World Congress in Barcelona. [ Read More ]
03/03/2015

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
03/03/2015

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
03/03/2015

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!