Contact Center Solutions Featured Article

Mobile operators and cable and satellite TV providers do not score as well as hotels, retailers, insurance firms or even the government in contact center performance, according to a study conducted by CFI Group. In fact, video providers and PC firms score lowest among eight industry verticals studied. Hotels and retailers scored highest.

 

About 20 percent of customers end their contact center experience with unresolved problems.

 

The contact center satisfaction index uses the methodology of the University of Michigan’s American Customer Satisfaction index (ACSI) to calculate industry scores on ACSI’s 100-point scale.  The CCSI industry scores are as follows:

 

 

The scores are indicative of customer churn. A CCSI score of 40 means customers are twice as likely to churn as when CCSI scores are 80, for example.

 

On the other hand, customers whose issues are resolved on the first call are 49 percent more likely to continue doing business with the company than customers whose issues are not resolved.

 

And though firms sometimes try to skimp on the quality of their CSR operations, that would seem to be a mistake. Customer service representatives are more likely to get a higher proportion of “harder” questions that customers cannot find answers to on a Web site or elsewhere. 

 

Customers who tried other methods before calling the contact center have a satisfaction score of 64, which is 15 percent lower than customers who called the contact center directly (75).

 

Offshore contact centers are doing a better job this year solving issues, but their satisfaction scores still lag behind onshore contact centers by a wide margin (CCSI score 59 vs. 75).  The study finds that issues are 25 percent less likely to be resolved when Customer Service Representatives are difficult to understand.