Contact Center Solutions Featured Article

Study Shows UK Customer Service Improving

February 05, 2008

Customer service by region appears to have its own characteristics that impact the success of the companies that rely on that region for its call center operations. For the UK, customer satisfaction appears to be improving, proving that organizations in this area are doing something right.


A study carried out by the Institute of Customer Service as part of the UK Customer Satisfaction Index (UKCSI) focused on customer priorities such as compliant handling, professionalism, quality, delivery time and competence and friendliness of staff. Overall satisfaction levels show an increase from a previous UKCSI study of 66 to 69.

According to the study, much of the improvement is due to the fact that more and more organizations are recognizing that service excellence is the key differentiator. The pilot study provided a significant wake-up call for providers by showing a direct link between the effect of service on spend and the bottom line.

The organizations that were studied showed strong increases in core service areas such as keeping customers informed, delivering on time and treating people as valued customers.

Robert Crawford, ICS executive director, believes the index is proving to be an economic indicator and will become all the more so as it gets bigger and more of a track record.

“Despite the much-publicized credit crunch, most commentators believe there will still be economic growth in 2008 in the UK,” Crawford said. “The UKCSI figures support this. They show customers are more satisfied, and the more satisfied they are the more likely they are to spend.

“The majority of GDP in the UK is service related, so consumer spend has a big impact on the UK’s economic health. But a word of caution. In the States, a similar index that is universally recognized as a key barometer has fallen for the first time in two years, suggesting the US economy is on the decline. Is this a warning for the UK on the basis that when America sneezes we catch a cold?”

The services sector remains as the top performing sector, having an index of 76, with retailers, car companies and financial services all performing well in the top half of the UKCSI. Telecoms and local government organizations round out the bottom of the list with 63 and 58 respectively.

Both telecoms and local government sectors perform particularly badly when it comes to handling complaints. Customers and constituents reported that employees were grumbling that staffed showed lack of interest, were dismissive and too ready to pass them on to someone else.

Despite cultural changes, consumers around the world simply just want their problems solved, information delivered and the ability to purchase products with kind and courteous service. It really is that simple, yet the slightest deviation from this plan can greatly impact the bottom line.

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.

Want to learn more about contact centers? Then be sure 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. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Gubagoo Optimizes its Chat Platform for Mobile

Gubagoo is enabling dealers to track and target customers that visit their website through a smartphone or a tablet. [ Read More ]
04/22/2014

Wisconsin Making Call Center Business Worthwhile for SPI Global

The call center business market is one that has been getting all the more popular over the last few months. That has never been more obvious in Madison, Wis., where the state has just announced it will be giving a Philippines-based outsourcing company more than half a million dollars in order to expand a local call center. In exchange for incentives that will total $575,000 the company has said it will add as many as 286 jobs over the next three years. [ Read More ]
04/21/2014

Intelecom Launches New Version of Connect

Intelecom Group AS, a provider of contact centre solutions, recently announced that it has added a new set of feature in the newer version of Connect, its multichannel cloud based contact centre solution. The new features will help the clients monitor, manage and control the contact centre online and from within a single interface. [ Read More ]
04/21/2014

BenchmarkPortal Reveals the 2014 Top 100 Call Centers Contest Winners

For those of you in the contact center solutions industry, BenchmarkPortal should be a familiar name. If the name does not resonate, the company has carved out an impressive niche in the international contact center community, with vendors and contact center administrators, as a recognized analytics and consultative resource. As the name implies, it benchmarks almost every imaginable activity relating to contact centers and uses the knowledge gained from evaluation of key performance indicators … [ Read More ]
04/21/2014
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!