In the world of call centers, customer satisfaction is considered as one of the most important things that exist these days. As a result, the way call centers treated customers in the past have also changed dramatically.
For example – there were days when call centers used to get as many customers on the line as possible, causing some disappointments among the customers. Today, call centers have taken some serious measures to drive up customer satisfaction.
Importance of Customer Satisfaction.
Even as call centers realized the importance of customer satisfaction, many struggled in 2014. A new report by the CFI Group suggests they could rebound in 2015.
The CFI Group published this report for the eighth time in 2015. It shows customer satisfaction improved in 2014. Technological advances also grew steadily. These changes made it easier for businesses to choose contact centers that could serve more customers while maintaining quality service.
The data comes from over 1,500 consumers across six major industries. The Contact Center Satisfaction Index (CCSI) reached 72 out of 100 in 2014. This was a three-point increase from 2013. However, it was still the third-lowest score since the index began.
Technology and Omnichannel Experience
It should be duly noted that with the advancement of mobile technology, more and more customers are looking for a multi-channel or Omni-channel customer experience, and a prompt and effective service. In the wake of growing consumer demand, more and more call centers are updating their technology to satisfy their clientele. They have tried numerous ways to drive 100% customer satisfaction. However, so far no one has been able to perfect their score.
However, in 2015, a majority of contact centers are working hard to find a way to keep customers happy. As a large section of the contact center industry aims for a perfect customer satisfaction score, they have rolled out every new technology. In spite of these efforts, 57% of the contact center would rather keep on using the telephone than any other communication channel.
Empowering Agents.
How much an agent at any call center can deal with a caller is also an important aspect to consider. After all, the end users are looking forward to getting answers to their questions from the operators, even when the answers are not part of the script given to the agent.
In such a situation, a contact center may give the agents the power to take a decision on the spot. Having agents who care about their role and the callers are two aspects that when working together can improve the customer satisfaction immensely, which can result in better business, more sales, and a positive brand image.
Infographic Source: CFI Group
