Wednesday, June 13, 2007

Catalog industry ranks high in caller satisfaction

In a new article on Advertising Age, healthcare ranked tops among all the industries when call center customer satisfaction was measured.

The following industries were included in the study, followed by percentage of caller satisfaction:

Catalog retailers, 80%

Banking, 77%

Cell phone services, 69%

Cable & satellite television, 68%

Insurance, 68%

Personal computers, 64%

This is putting a positive spin on an article titled "Consumers Aren't Happy With Your Call Centers". It would be interesting to compare the percentage of the companies in each category utilize quality monitoring in their center. With the core objective of using quality monitoring is to improve the performance of call center agents and get those numbers higher with intergated evaluation and e-learning.

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