Customers 'unhappy' with call services
30/05/2008
While service providers think that they offer a good level of customer services to consumers, the general public does not agree, according to a new survey, something that may interest those with a UK-based call centre.
In the study from Benchmark Research, 80 per cent of the service providers asserted that their support avenues are sufficient, while just ten per cent of callers agreed, reports vnunet.com.
A high percentage of customers added that their perception of firms is usually focussed around the contact centre.
Vice president of enterprise product marketing at Nortel Charlie Wade commented that it is difficult for firms to tell how well people have been treated simply by looking at statistics.
"Getting a call answered quickly is less important than getting through to the right person," he highlighted.
He added that contact centres and the technology they utilise also ought to become more flexible in the future.
This week, the Confederation of British Industry claimed that outsourcing deals can help struggling IT firms during tumultuous economic times.
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