3rd Party Remote Call Monitoring Feature

The American Customer Satisfaction Index has released its quarterly update on U.S overall customer satisfaction, which examines the implications of new customer satisfaction benchmarks for top U.S companies in a variety data, voice, and video service industries. It turns out that Broadband Internet Service Providers have the lowest customer satisfaction ranking of any industry in America.

While the national ACSI score has slightly increased 0.4 percent to 76.6, continuing the trend of rising customer satisfaction, ISPs bottom out the list at 65 percent. The highest scoring provider was Verizon, tying the aggregate of other smaller ISPs with a 71 percent ACSI score, while Comcast (News - Alert) received a meager 62.

ACSI’s results suggest that the ISP industry fails spectacularly in the area of customer service. While ISP benchmarks fell considerably short in the areas service reliability (72) and outage prevention (74) benchmarks, call center satisfaction was the most griped about aspect of all by Internet users, scoring a 62, the lowest among telecom industries.

ACSI notes that nearly half of all customers have contacted an Internet Service Provider’s call center in the past year, and, at 62, this benchmark is far below the ACSI average for all call center experiences of 74. 

If this report suggests anything, it’s that poor customer experience in the call center contributes directly to dissatisfied customers. It seems that ISPs have a long way to go toward improving the way their call centers operate and how their agents handle customer interactions.

Fortunately, there is a host of tools and software out there to help companies of all sizes bring their customer service to a higher level, such as 3^rd party remote call monitoring solutions from BPA.   A combination of call recording, analytic software, and other services allows call center managers to provide effective actionable feedback to their agents, leading to a more pleasurable customer experience. Companies concerned with customer satisfaction (all of them, ideally), would be remiss to forgo these technologies.     

For interested readers, the full American Customer Satisfaction Index report can be downloaded on the ASCI’s website.