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Article : Customer Service Review

We wanted to know the current state of customer service, and whether it had improved or worsened in the last few years. To get the answer, we asked contact center professionals for their opinions, as they would know the state of customer service best.

Dan Whelan
Senior Vice President, Worldwide Support
United States

"Customer service has gotten significantly better over the past five years. Today, companies are more aware and in tune with the positive impact customer service can have on its overall business and customer satisfaction. Especially in today’s highly-competitive business environment, companies are acute to the fact that a company’s success is directly tied to the success and satisfaction of their customers."
About Epicor

Epicor Software Corporation drives business growth. We provide flexible, industry-specific software designed around the needs of our manufacturing, distribution, retail, and service industry customers... (read more)
Suchita Sani
Deputy Manager Training
Accenture India

"It better rather best when compared to what it was 5 years ago. There is definitely a lot of scope for improvement of the service, loyalty customers, and sustainability part of service"
About Accenture India

Accenture is a global management consulting, technology services and outsourcing company. Accenture collaborates with its clients to help them become high-performance businesses and governments. With... (read more)
Dale Smith
Bridge Training and Events
United Kingdom

"Well I would have to say worse, however, I think that I must be on some register somewhere - that when I call up they instantly try to test me to see if they can make me boil over. In my opinion there seems to be an increasing disconnect with the front line in house and the face to face front line with the customer"
About Bridge Training and Events

Bridge Training and Events works closely with customer focused companies to transform employees into Living Brand® Champions.
Martin Jukes
Management Consultant
Mpathy Plus
United Kingdom

"In my opinion customer service has improved but not as much as expectations have over the last 5 years. As consumers we remember excellent service and it increases our expectations dramatically."
About Mpathy Plus

We are management consultants with a real focus on improving customer service and the customer experience. We provide a wide range of services across all sectors with expertise in transforming service... (read more)
Simon Lynch
Executive Manager Research Support Services

"Although I don't think that the customer service experience is any better or worse than a few years ago ie. good service when provided is good (but not great) and vice versa for poor service, what I do think has changed is the variability that is now evident in companies. An example is one iconic Ausralian airline that has been conistently reconised over previous years for its high customer service. However, my expereince has been that although good service is still provided the balance is swinging to more often experiences of poor service (rude staff, late departures etc) which means that my expectations have changed from always expecting good service to now not knowing what to expect."

CSIRO, the Commonwealth Scientific and Industrial Research Organisation, is Australia's national science agency and one of the largest and most diverse research agencies in the world.
Russell Schmidt
Extenda Communications
United States

"I think that customer service has improved overall, as companies try to hold on to their existing base and provide more flexibility and care. The scenario where we see some worsening service is when extreme cost cutting has seen experienced people walk out the door or when investment in new technology has been deferred for too long."
About Extenda Communications

Started in 1970 by Cyril and Sheldon Schmidt, Extenda has grown and adapted with each wave of change sweeping the communications industry. No other company can provide the depth of experience or the t... (read more)
Mow Chung
Head of Business Consulting - Business Solutions Group: New York Metro
United States

"No! Customer Service has lost its personal touch. Now, the length of menus on the IVR is so extensive, it frustrates the customer and they just hang up. Or, the rep doesn't understand plain English!"
About BT

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
Adrian Martinez
United States

"I think customer service has become better over the years. Customers have become more concious of the quality portion of the experience, almost more so than the support itself. I've had customers tell me that we did a good job helping them with the problem, but the quality of the call (agent attitude) was very poor."

Robert Smith
Account Manager
Waterfield Technologies, LLC
United States

"As a customer I think service is slightly worse than it was in 2005. Outsourcing to service providers outside the U. S. has cost savings but the CSR's frequently have an accent which makes it hard to understand what they are saying. They are not always empowered to make decisions and resolve calls on the first try. I predict a pendulum swing of outsourced services back to call centers in the U. S. --not all but some."
About Waterfield Technologies, LLC

Waterfield Technologies is an enterprise software and professional services firm providing customer experience solutions for organizations worldwide. Our experience and technical capabilities put miss... (read more)
Richard Blank
Costa Rica's Call Center
Costa Rica

"I personally believe the level of service has increased dramatically in the past five years. It may be because I am a CEO of a call center and know how to effectively communicate with a CS agent. Possibly, that the trainers have taken to heart the importance of quality, empathy and patience along with making the necessary adjustments with their teams. Thankfully, the bar has been raised and my demand for CS support has grown."
About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
Ronni Marshak
Senior Vice President
Patricia Seybold Group
United States

"In general, the customer service is better today for two reasons: 1) companies are more aware of the importance of customer service to retain loyal customers, and 2) technology keeps improving to help provide customer service representatives with more information about the customers, to assist the customer in self-service support online, and to combine self-service and assisted-service with capabilities such as click-to-chat.

However, there are still the same old problems dealing with IVR systems, which haven't improved the customer experience. Also the outsourcing of so many contact centers where the CSRs don't have any authority to vary from their scripted responses sets customer service back considerably."

Roger A Gloddy
Vp, B.D.
Palm Coast Data
United States

"Much worse, integrity seems to be lacking and the new norm."
About Palm Coast Data

Palm Coast Data is provider of magazine, membership, and direct marketing fulfillment.
Peter Fleming
Fleming & Associates
United States

"Better. There are more options (like web chat) offered by more organizations and more organizations realize the value of providing good customer service"

Najenjwa Mbagga
Head of Department Customer Care
Vodacom Tanzania

"It is better and improving everyday, many companies are taking action to improve customer services and keeping the customers"
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)
Mark Herbert
Resource and Planning
Saga Services
United Kingdom

"In general better. Much more focus is placed on first call resolution"
About Saga Services

Saga is an insurance company.
Thila S
Customer Services Manager
Hewlett Packard Malaysia

"I'd say it's better now because of the awareness of customer services as a whole, the heightened awareness of the customer and greater expectations from customers."
About Hewlett Packard Malaysia

Hewlett Packard (HP) is a computer technology company founded in 1939 by Bill Hewlett and Dave Packard. They are best known for manufacturing computer peripherals such as inkjet printers, laser printe... (read more)
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines

"I believe that it is still better today compared to 5 years ago. The technological advances that we have today enables companies to study previous issues and trends and helps them anticipate upcoming issues and prepare for them."
About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
Sue Marshall
Sales and Marketing Director
United Kingdom

"A number of companies have improved significantly. The developments in self help, variety of choices available to the consumer and technology available to assist have helped to improve the experience. A consumer can now choose to 'chat', email, sms, self serve on line, use automated services or speak to a live operator."

Ziad Khoury
Khoury Consulting, Inc.
United States

"It depends on the business, but in general customer service is worse today than it was 5 years ago."


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Competitions

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

Published: Wednesday, April 14, 2010

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2020 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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