Thursday, May 6, 2010

Customer Satisfaction with Call Center

The call center plays a vital role in assuring that customers are satisfied with the organization that the center represents. In fact, the center must ensure that customers are satisfied enough to remain loyal, spread the positive word about the company and produce a return on the investment that the company made when establishing the call center in the first place.

Customer issues see resolution only 45 percent of the time when handled by reps with poor communication skills. In the instance where a rep can speak clearly, 88 percent of issues are resolved. Communication skills prove to be a challenge among some U.S.-based customer service representatives, but on average U.S.-based call centers score better than offshore call centers on rep communication skills.

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