Contact Center Solutions Featured Article

eGain Study Reveals North American Companies Failing in Customer Service: Part II

March 12, 2008

As companies throughout the global economy have turned to multi-channel interaction strategies, it is important to examine their performance in these channels and how they are addressing the needs of their customers. A recent study has found that North American companies are failing to live up to customer service expectations.

In eGain’s study, “2008 State of Customer Service,” the company features research that makes a comprehensive assessment of the state of customer service. eGain evaluates the “customer service IQ” of companies with “SQ,” a new metric that uses a multidimensional framework to measure the customer service competence of companies.

eGain found that the SQ for the overall market was 4.1 out of 10.0 with 68 percent of the companies in the “poor” or “below average” performance category. Only 2 percent of the enterprises received “exceptional” SQ scores.

Surprisingly, 60 percent of the companies received a “poor” or “below average” score in the Multi-channel Quotient and 46 percent received a “poor” or “below average” rating in the Multi-agent Quotient.

Another 28 percent of companies did not respond to e-mail inquiries. Of the North American companies that were studied, 50 percent did respond to e-mails within 24 hours, yet the quantity of “poor” responses went up from 14 percent to 20 percent, compared to previous research conducted in 2004.

In the Service Quotient (SQ), findings were also less than stellar. The consumer electronics sector performed the best, even though it was still “below average” with a score of 4.6 out of 10.0. The travel sector performed the worst with a score of 3.6.

The consumer electronics sector proved to have the best score when it came to choices of interaction channels, while the financial services sector came in last. Insurance, communications and consumer electronics proved to be the best in terms of e-mail, while again financial services placed last.

In the area of self-service, the consumer electronics sector again came in first, while the insurance and financial services sectors were both last. The financial services sector took first place only in the area of multi-agents, while the travel sector came in last.

"Customer service is fast becoming a critical competence that businesses need to acquire and exploit for competitive advantage," said Ashu Roy, CEO of eGain, in a company statement.

"While the study raises concerns about the service competence of North American businesses, there are technologies and best practices that can help companies take their SQ to new levels."

---------

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 is The “BRAIN” Model of Intelligibility in Business Telephony, brought to you by Polycom (News - Alert).

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!