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

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014

Opower's Customer Engagement Platform Gets a Makeover with New Analytic Tools

Enterprises all over the world, across many industries and sectors, have woken up to the importance of delivering sound customer service. The utility sector is no exception. In fact, at a time when the earth's fossil fuel reserves are fast diminishing, the gas, water and electric utility companies are striving to take the customer relationship to a far deeper level, so that they may find themselves in a better position to influence their customers to adopt more sustainable lifestyles and minimiz… [ Read More ]
10/15/2014

Ambs Call Center Presented with 2014 CAM-X Award of Excellence

For the fifth consecutive year, Ambs Call Center is said to have received the exclusive 2014 CAM-X Award of Excellence and also has been rated as the one of the top 10 answering services in terms of quality in North America. [ Read More ]
10/13/2014

Dell Announces Medallia as Open Networking Customer

Medallia, a global leader in Software-as-a-Service Customer Experience Management solutions, recently opted for Dell's Open Networking solutions [ Read More ]
10/13/2014
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!