Devoted to customer service and the principles of exceptional customer services

A call center solutions company, Five9, provides the results of their Call Center Customer Care Benchmarking Study:

• 76 percent of respondents said that 24x7 support is either important, or extremely important to their purchasing decisions.
• 96 percent of respondents said that a positive experience with a call center increases their sense of brand loyalty.
• 70 percent of respondents said they have chosen different products or services, or not made a purchase, due to a bad experience with a call center agent.
• 31 percent of respondents said they were dissatisfied with their experiences with call centers.
• 50 percent of respondents said that they were most dissatisfied with call center agents or service in general when the agent was not knowledgeable about the product or service, or could not quickly resolve the issue.
• 90 percent of respondents reported experiences in which they became stuck in a self-service menu and were unable to request a live agent.

I'm sure this is not news to those who have been regular readers of this blog that customer service is no longer a priority among most companies nowadays.  (I said most because I do know that there are still good companies out there!) People are really beginning to pay attention to how their being helped.  I'll say that again....People are really beginning to pay attention to how their being helped.

Source: TMCNet.com