Catalog Call Centers Lead the Way
Treating customers the right way is a high priority for all call centers, but retail contact centers (specifically, catalog retailers) are doing a better job than most, according to Call Center Customer Satisfaction Index findings released earlier this month. The Index has given catalogers an 80 score on a 100-point scale, besting the second place industry, banking call centers (77).
Ratings for catalog call centers across all categories for catalog customer service representatives (CSR’s) were in the 80s, a level generally considered to be “excellent” by the American Customer Satisfaction Index (ACSI).
* 87 percent courteousness rating;
* 87 percent call resolution rate
* 86 percent speaking in an understandable manner rating;
* 86 percent interest-in-helping-you rating;
* 85 percent knowledge rating;
* 20 percent customer complaint rate.
The inaugural Call Center Satisfaction Index is a study from CFI group, a company that uses the methodology of the University of Michigan’s American Customer Satisfaction Index to determine the impacts of customer satisfaction with banking call centers on loyalty, retention, positive word of mouth, and even ROI.
For more information, go to www.cfigroup.com .