For most businesses, customer service is the key to success. As a rule, companies who put effort and care into their customer service call centers have happier and more loyal customers. And yet only 31% of companies take a good look at the quality of their call centers, help train employees, and reward them for customer service improvement. Businesses that focus with training see a much higher rate of first-call resolutions at 65%, whereas companies that don’t train have only a 58% chance of first-call resolutions.
Though it may seem outdated, 90% of customers still want to resolve their problems over the phone, making the call center just as important as ever. Even just one bad customer service experience can send once loyal customers packing to do business with the competition. It has been shown that loyalty from one happy customer can be worth as much as 10 times more than just a one time customer.
As a consumer, what do you expect when you call customer service? Let us know your thoughts and your bad, or otherwise, customer service experiences in the comments and don’t forget to like and share!
Compliments of Adecco USA.