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Article : Consumer Loyalty to Suppliers: The Service Correlation

Do you believe there is a correlation between the service you receive as a consumer and your loyalty to the supplier? We asked this question to professionals in the contact center industry to find out if the product makes the company, or if it’s the customer service.

- a survey by Joss Jalbert, ContactCenterWorld.com

Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Absolutely!! In one case, having received poor (very) service from one arm of a major blue chip, I went on to cancel EVERY contract I had with them, or their subsidiary companies. From pet insurance, through credit card, via shopping and my broadband supply. All lost to them because of one particularly bad experience."

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Louise Gray
Director Customer Access
United Kingdom

"Yes, unlike the Public Sector where customers may have little choice but to use the same service provider whatever the level of customer service, within the private sector generally customers will stay loyal. However there are always the exceptions customers are fickle and may tolerate a poorer level of customer service for lower costs conversley many customers are 'lazy' and will stay put just because it's too much effort to move!"

 


"No. I think that often as a loyal supplier I am not treated as well as when they want my business. This is in terms of speed to answer on a new business line and being offered incentives to lure me in which are not offered to current customers, even at renewal, until you try to cancel."

 
Najenjwa Mbagga
Head of Department Customer Care
Vodacom Tanzania
Tanzania

"Yes very much if you treat me well in terms of your customer services i tend to feel guilt going somewhere else for the same products or services so i normally get the habit to ask the same supplier for different products"

About Vodacom Tanzania

Vodacom is a leading African communications group providing mobile communications and related services to 41.3 million at 30 June 2009. Its mobile network covers a total population of approximately 18... (read more)
 
Douglas Utley
Partner
ScottMadden, Inc.
United States

"In general, no. The grocery store is a good example. The checkout clerks help me as much as they help those who have loyalty cards. With respect to airlines, I find that the service that I received when I did not have status often matches that received as a platinum frequent flyer. I will say that the perks associated with the status are significant and different."

 
Todd Baxter
Evp/Coo
Optum
United States

"Yes. Many companies do a very nice job of differentiation between customer segments. American Express comes to mind as a company who treats their "Platinum" or higher level customers with a higher level of service (in US call centers, almost no wait time, quick action to settle disputes, etc.)."

About Optum

Optum is a provider of information and technology-enabled health services business dedicated to helping make the health system work better for everyone. Optum is powering modern health care with nearl... (read more)
 
Ann Mayer
Ceo
Mayer Consultants Ltd
New Zealand

"Not really. Good customer service comes from people not companies, and the people who give good service and are supported by management give good service to everyone."

About Mayer Consultants Ltd

We produce on-line training in all areas of communication skills in the following Debt Collection Sales Customer Service Service Desk
 
Mark Herbert
Resource and Planning
Saga Services
United Kingdom

"Its a factor but not a show stopper. For example, after my first experience with Sky I vowed never to use them again which I kept right up to the point that the price became irresistible!!"

About Saga Services

Saga is an insurance company.
 
Thilakavathi S
CCX Solution Architect
DXC Technology
Malaysia

"Yes, as I've seen that better service has people loyal to a brand and they are less likely to move to a competitor."

About DXC Technology

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across pu... (read more)
 
Chrissie Jay
Contact Centre Business Analyst
Nedbank Group Limited
South Africa

"Yes, if I get what I want and need I have no reason to put in the effort to seek something else."

About Nedbank Group Limited

Nedbank Group Limited (Nedbank Group) is a bank holding company that operates as one of the four largest banking groups in South Africa through its principal banking subsidiaries, Nedbank Limited and... (read more)
 
Andy Hanselman
Partner
Andy Hanselman Consulting
United Kingdom

"Totally - you can always find things cheaper, but it's often about feeling valued as a customer and that the people I'm dealing with have the willing ness and ability to sort out a problem if it arises. That is often worth paying (more) for."

About Andy Hanselman Consulting

I help businesses and their people create competitive advantage by 'thinking in 3D’! That means being ‘Dramatically and Demonstrably Different’! I research, speak about, write about and work with high... (read more)
 

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: Thursday, April 22, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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