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Article : Has Customer Service Improved In The last 5 Years?

We wanted to know from contact center professionals whether, in their opinion, customer service had improved or gotten worse over the last five years. Although the answers are varied, they all suggest we take a second look at our own customer service levels.

- a survey by Joss Jalbert,

David Shaffer
United States

"I believe it is currently mixed. In some instances better and others worse, and it tends to balance out. Some companies do a very good job in dealing with staffing to call pattern arrivals to ensure timely responses to CS inquiries, but there are still quite a few out there that struggle to forecast effectively. There are also quite a few companies, from my experience, who still don't do enough to not only enable their front line CS agents to handle the call first run, but also seem to struggle with the amount of screens and applications the front line agent has to navigate through. With the economy the way it has been, a lot of companies during the past five years have gone through mergers without really understanding how the back end functionality can be made compatible, so their CS agents end up dealing with more and more screens, more and more market specific policies, and this really impacts the overall customer service experience as the Call Center Agent struggles to get through it all."

Porfirio Saleiro
Adecco Portugal

"definitely is better, companies that currently provide services for customer care are increasingly aligned with their customers, investments in technology and people are also differentiating factors that provide service."
About Adecco Portugal

Adecco is a world leader in proving workforce management solutions. Adecco's global workforce of close to 32,000 colleagues is focused every day on finding the right person for the job, supporting ou... (read more)
Malcolm Norquoy
Director Managed Services

"Marginally better but still very poor and inconsistent. I think there have been increasing investments in customer service areas such as tools and process, but I firmly believe that the underlying fundamentals of customer service need to be better understood and internalised i.e. the customer is king (not always right), listen to the customer, help the customer, be flexible and innovative etc"

Ericsson is shaping the future of Mobile and Broadband Internet communications through its continuos technology leadership.
Silvio Stroescu
Head of National Channels, Analytics and Support

"With the drastic increase in the availability of information on the web, these days competitive advantage is achieved by "how" we do the right things versus "what" we do. Most companies are recognizing this trend and placing greater emphasis on customer service, the "how", thus leading to better customer experience today than in the past."
About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
Jeff Roberts
Inforonics LLC
United States

"It is still case-by-case. Companies that "get" customer service and that hire for it and grow it as a culture reap the benefits of it. I would say that companies that treat customer service haphazardly see hit or miss results, and some fail miserably due to ignoring customer service altogether. Companies that make customer service part of their business plan and nurture it, are better at it today than they were 5 years ago, and it shows."

Phil Taylor
Head Of Sales & Service Toronto

"I think there is two parts to this question. The service I receive once I get to an agent is better in most instances; however the process to get there has become very taxing with most companies. With all the emphasis put on IVR's and routing customers to the right agent large organizations have lost sight of what’s important - handling your customers query without making them jump through firery hoops to get it done."
About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
Sailesh Bhatia
Chief Training Manager
Reliance Industries Limited

"Its worse as customer service is nothing but an attitude towards a customer which wears off since we have been delivering since many years now. The customer too gets fed up with listeing to the same script as many dont put in the sincerity behind the script read out to the customers."

David Cross
People Development Consultant
National Australia Bank

"My feeling is that it hasn't really changed much. The success rate of obtaining successful completion of service appears to be stable, but where, in my opinion, we have failed to progress is in the areas of emotional completion and satisfaction of our service exchanges and the achievement of a truly "personalised" service.
By emotional satisfaction I mean that, irrespective of whether my request has been fulfilled, I sense a desire on behalf of the professional to meet my needs, that I feel valued and respected.
By personalised I mean that the professional connects with me and establishes rapport so that I feel listened to and understood.
The tools to achieve these two elements are quite simple, yet it seems we haven't yet found a way to employ them with any consistency."
About National Australia Bank

National Australia Bank’s UK organisation.
Steve Shefveland
Ashesi Global Services, Inc.
United States

"There appears to be more of a contrast between quality customer service and poor service in today’s market. The companies providing a superior "customer experience" have invested more in their people, found new and innovative ways to leverage existing technologies, and/or have leveraged the distinct advantages of newer Cloud Computing (aka SaaS, ASP, Hosted) technology solutions. From a "people" perspective, companies leading the way have developed new and innovative policies and procedures in all facets of hiring, training and agent development with the end result being that of "empowerment" of the agent, not only discipline and management of their agents. Such policies have created environments of collaboration in serving the customer. From a "technology" perspective, these same companies are leveraging the distinct advantages of new and improved technologies, such as improved voice recognition services in tandem with traditional IVR technologies, resulting in improved service to the customer and higher customer satisfaction metrics."
About Ashesi Global Services, Inc.

Ashesi Global Services, Inc. (AGS) is a privately held global outsourcing company. We operate within the Business Process Outsourcing (BPO) industry. AGS is headquartered in Phoenix, Arizona USA and h... (read more)
Rosemary Turley
NICE Systems
United States

"Worse - as competition for the share of wallet increases companies seem to have forgotten to match offers with needs. We are now bombarded with offers from companies that are not targeted at all, mean little to the consumer and appear to be just random attempts at getting a sales."
About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (read more)
Angie Naidoo
Nedbank Group Limited
South Africa

"It is much better. I was in a bank a few day ago to sort out my internet banking. I was greeted very politely by the lady ( was not ignored). I see structures in place to facilitate good customer service e.g. Floor manager - who meets and greets and almost serves as a trafic officer......she has a splendid personality."
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)
Miguel Angel Lechuga Mart?n
Call Center - Manager
Linea Directa Aseguradora

"I think is better. I think that in customer service the technology has become better, self service tools have better results if have the customer point of view. The CRM give more information and more focused. Manager teams are more professional with more experiece and the companies have understood that customer service is strategic. In any case it's necessary to make more progress."
About Linea Directa Aseguradora

Tricia Jephcott
Stretch Training
United Kingdom

"Worse - I feel that everyone is in such a rush that no-one really listens to me any more. I hate having to repeat myself either on the phone or face to face. I also feel that 'Customer Service' is still not regarded as a profession and just job that people fall into because it's the only thing available & hiring"

Nina Kawalek
RCCSP Professional Education Alliance
United States

"Phone-based customer service has improved over the past five years, as contact center industries in younger outsourcing locations continue to mature. An increase in experienced and trained middle managers, and Certified Call Center Supervisors, is having a positive impact on companies who utilize these offshore outsourcing providers. This is evident in growing industries in the Caribbean and Latin American region, for example.

This is not to say that companies that offshore their customer services necessarily provide superior service; but, rather, that the many companies that have already outsourced customer service should be seeing noticeable improvements in satisfaction by now. Otherwise, they should re-evaluate the outsourcing location and provider in which they have invested, or insist that their current outsourcer invest in professional training and certification for the managers and supervisors servicing their account."
About RCCSP Professional Education Alliance

RCCSP, celebrating a quarter century of service to the contact center industry, provides access to a portfolio of professional contact center industry certifications and accredited certification train... (read more)
Douglas Utley
ScottMadden, Inc.
United States

"Yes and no. Some companies provide superior customer service and are obviously working hard to make services more accessible and convenient continuously. USAA is a great example. Their website has continuously improved based on their asking for customer input. Other companies are far less successful because they have not listened as well to us customers. I have frequently called service companies trying to get help, but have had little luck finding the right phone option or weblink to get to someone to help me with requests as simple as changing my address."

Megan Easey
Megan Easey and Associates

"Overall, customer service has definitely improved. However, I believe this has been strongly influenced by fussier spending alongside the recession pushing unemployed people into customer service jobs, with the result that non performance results in a person being replaced - quickly. People are hanging on to their jobs and realise that top performance is what is going to keep them there. I also believe that there is a buzz in the industry where people who are in contact with customers directly are waking up to the fact that no one is more responsible for their happiness than themslves, leading to a more self-encouraged, more mature workforce."

Divyan Gupta
Founder and CEO
Keshiha Services

"The service is better. This is not only because consumers are more aware and demand a higher level of service but also because companies have realized that customer retention is key. Therefore they spend extra time to ensure that customer service is playing its part as a differentiation factor for consumers."

John Turnbull
Management Consultant
Customer Connect Australia Pty Ltd

"I believe that organisations are generally doing a better job of customer service, however customer expectations of service keep going up. This is a natural thing to do, as each customer takes his or her expectations from one organisation to another, but it leaves the perception that service levels are falling. They're not - it's just that the bar keeps rising."

Chrissie Jay
Contact Centre Business Analyst
Nedbank Group Limited
South Africa

"I think the is a greater awarness and most are trying, however volume of customers hinder most kinds of relationship. All the tech suggests it's possible to get that relationship thing going, but few if any have really got it right."
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)
Barry McGuire
Director of Operations
LifePlans Inc.
United States

"In my opinion, the quality service has declined in the last 5 years for particular industries while other industries have mainatin and/or improved. I believe the difference in the levels of quality are directly related to the industries who have invested in technology and process improvements and have been able to maintain the service levels despite the difficult economic climate."
About LifePlans Inc.

LifePlans Inc. has been helping long-term care and health insurers, plans and providers manage risk through solutions since 1987.

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 - Assessing The Proposal

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

Published: Monday, May 24, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Dialer Solutions

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
PH: +91-9549999916

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.
PH: +1 512-872-7565

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)
PH: (+61) 406 501 368


Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111


Genesys PureConnect
Genesys PureEngage

Cloud IT Services GmbH

Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800


With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511


Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070

Nuxiba Technologies

Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.


Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292


Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740

Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

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