Contact centers that allow their customers to feel as though their issues have been resolved have a very real revenue effect on the companies they serve.
A new study by ForeSee shows that customer satisfaction rates that are higher than the industry norm allow companies to determine how they are going to use those contact centers in the future. ForeSee was able to come up with this data by putting together more than 50,000 surveys in which customers voiced their opinion of contact center interactions.
When looking at the study overall, ForeSee says that the average customer contact center approval rating is an 80 out of 100. The score comes up against a scale that shows that as highly satisfied. Scores of 69 or lower indicate that customers are dissatisfied. The fact that 80 is the average means that people are generally satisfied with their customer service contacts but there is room for improvement.
“Keeping a pulse on consumers’ experiences with the contact center is critical to an organization’s success across all channels,” said Eric Head, ForeSee’s senior director of sales. “By measuring satisfaction correctly, a company is able to gain actionable measurements that allow them to identify areas for improvement while simultaneously using the predictive quality to project future success.”
By using this kind of scale, companies who are using contact centers will be able to see where their individual centers are succeeding and where they need to improve. This will allow those companies to tailor their individual contact centers to whatever they need. There is also a way to tell just how much a company benefits from a highly satisfied customer base, compared to one that is just satisfied or not satisfied at all. These different degrees can mean quite a difference when it comes to revenue.