Contact Center Solutions Featured Article

Customer Service Suffering for Certain Contact Centers

February 27, 2008

Customer service departments often get a bad rap. While most are put in place to actually improve the customer experience, many fail to do so by ignoring processes or taking a complacent approach to customer deliverables. For those that really focus on improving the overall customer experience, the standards continue to rise as consumers become more demanding.
 
In a recent Ouch Point study from Opinion Research Corporation, one in five U.S. respondents, or 20 percent, cited hard to understand representatives with thick accents as their biggest frustration in dealing with customer service departments. Coming in at a close second (17 percent) was the length of time it takes to get through to a representative.
 
"Customer service representatives are the "face" of any service organization, and therefore need to be understood by their customers," said Linda G. Shea, Senior Vice President and Global Managing Director of Customer Strategies at Opinion Research Corporation, in a Wednesday statement.
 
"Issues such as the time it takes to reach a representative, a lack of familiarity with the company's products ands services, and being transferred to the wrong person or department, when not identified and remedied, can cause significant damage to a company's reputation and future business," she added.

The study also found that 14 percent cited frustration with representatives that are not knowledgeable about their organization’s products, services or processes. Another 13 percent were frustrated with being transferred to the wrong person or the wrong department.

Still nine percent of respondents were frustrated with representatives who promise to follow through and don’t, while eight percent were frustrated over representatives that are not empowered to handle a situation. Another seven percent cited agents who did not understand the situation and still three percent were frustrated with agents who preferred to debate the situation.

ORC’s “Ouch Point” series is a monthly survey examining tolerance thresholds in a variety of common scenarios facing Americans in both their professional and personal lives every day.

Survey questions are based on ORC’s extensive research experience in the areas of customer service and strategies, market planning and development, corporate branding and reputation and employee engagement.

Information such as that captured in the ORC survey are imperative for customer service companies as a comprehensive focus on these areas can lend to great improvement in their customer service deliverables. Making these elements a priority helps to ensure better customer satisfaction and thus, better customer loyalty.

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 whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is IP Enabled Contact Centres , brought to you by Avaya (News - Alert).
 
 
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence's Ninth Consecutive Year of Happy Employees

Interactive Intelligence managed to land in position 14 on Indiana's 2015 Best Places to Work list, taking its slot in the "major companies" category. [ Read More ]
05/27/2015

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!