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Article : Always Room For Improvement

In your opinion, do you believe the customer service you get today from other companies is better or worse than it was say 5 years ago? We asked contact center professionals for their views on this question, as they would know the state of customer service best.

- a survey by Joss Jalbert, ContactCenterWorld.com

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"I think it is dependent on the industry it relates to as to whether the expected and achieved standards of customer attention and service have indeed become noticably hightened, but on the whole the customer has most definately become a focus of commercial interest, along with the need to retain their existing customer-base and find upselling opportunities individually through customer relationship management techniques. This change in attention has indeed lead, in my opinion, to an escalation in generically better standards of customer service that I have received within the past few years."

 
Aminudin Zainodin
Assistant General Manager
Hong Leong Bank
Malaysia

"Better. From my experience dealing with complains, the turn around time has been faster. Back then we are ok with 7 working days, now the expectation of 7 or even 2 working days are no longer there. It's either 24hrs or immediate solve."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
 
Nina Kokorska
Workforce Planning Analyst
Expedia
Bulgaria

"Definately customer service is better than it was 5 years ago, due to many new standart metrics in the industry,software developement, company process optimizations etc."

About Expedia

Expedia, Inc. is a U.S. company headquartered in Bellevue, Washington that operates several travel brands including Expedia.com, Hotels.com, Venere.com, Hotwire.com, Egencia (formerly Expedia Corporat... (read more)
 
Arnold Ward
Management Consultant
ACW
Canada

"Yes, service is worse for the most part. It is most unfortunate that as important as customer service is, companies become complacent and slowly degrade on the level of customer service they provide. Employees just don’t seem to care and one has to wonder whatever happened to "wowing" your customer. Being from Toronto, one does not have to look very far for a prime example, our transit operator, the TTC (Toronto Transit Commission). A lot of bad press just recently around the poor customer service they are providing, and instantly there is a fresh push to improve their image and the service they provide."

 


"In most industries slightly better as there is more awareness of what people want, however as consumers we are becoming more demanding."

 
Robert Wint
Senior Vice President Marketing, EMEA
Verint
United Kingdom

"I think in general it's got much better. The main reason for this is that most organisations now have much greater visibility or awareness when things aren't going well, and some are now even taking the most appropriate action to fix things that aren't going so well. This wasn't really the case five years ago."

About Verint

Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m... (read more)
 
Daniel Akre
Vice President Global Business Development
LiveXchange
United States

"Worse - American work ethic continues to deteriorate as the majority of customer service personnel believe their low wage base requires less than excellent service levels and effort. Until Corporate America understands their life blood is in the front lines, consumers/ customers will be ill-served by low wage, neophytes incapable of serving the needs of a more savvy and informed public.

are required to follow "Policy" which lends to inflexibility to long time customers"

About LiveXchange

LiveXchange provides Remote Call Center Outsourcing & Workforce Optimization Solutions, designed for the next generation of home based agents. Providers in Virtual Agents since 2003, we offer an ‘... (read more)
 
Steffen Wuth
Managing Director
Germany

"The service has become worse in my opinion. The time I have to wait until my call is connected has increased. The time until my question is answered / my problem is solved has increased, partly because agents do not know basics, e.g. I asked German pay-tv operator Sky to change my STB-card from satellite to cable. I had an older cable-STB and mailed all the details to Sky so they could send me the right card. After more than 3 months and several cards that could not be initiated, Sky told me that my STB was to old and I had to buy a new one. With the details I had given them, I would have expected the answer right at the first time."

 
Jonathan Grant
Ceo
Vonage
United Kingdom

"It is difficult to say that customer service has improved over the past five years because most companies are still being held back by their legacy communications systems. Businesses have solutions in place that are acting as a straight jacket and restricting their ability to be flexible to customer needs. Unfortunately, until a company upgrades the technology available to contact centre operatives it will be impossible for them to improve the level of service offered to customers."

About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
 
Khilona Radia
Director
South Africa

"Worse. Agents are not empowered to make decisions."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Tuesday, April 27, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Inbound Call Handling Services

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Answer-4u

Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

4.) 
Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

5.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

6.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

7.) 
WorkGenda

WorkGenda
WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
(read more)
 

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