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.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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