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Article : Service Levels from Different Sectors

Everybody has their own definition of what great service is supposed to be, but if we want a straight answer, who better to ask than those in the customer service industry? We asked these professionals which industry sectors provide great service and which ones are poor.

A survey by Joss Jalbert,

Jonathan Judd
Director of Strategic Alliances
8x8 Inc.
United States

"Financial services and stock trade companies seem to offer a very high level of service while airlines and cell phone providers are definitely lacking."
About 8x8 Inc.

8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati... (read more)
Nina Kokorska
Workforce Planning Analyst

"Telecommunications (Mobile operators & Telecoms), BPO, Pharmacy"
About Expedia

Expedia, Inc. is a U.S. company headquartered in Bellevue, Washington that operates several travel brands including,,,, Egencia (formerly Expedia Corporat... (read more)
Jeff Roberts
Inforonics LLC
United States

"Well the high-end consumer markets have always been pretty good at delivering great service, luxury automobiles, jewelry, apparel etc. Some of the online retailers of commodity goods get that good service needs to be included even for low-value goods with low margins or they’re gambling on their futures. In my experience, brick & mortar retail business in high-tourist traffic towns are the worst. They hire cheap labor and they don’t rely on repeat business."

Richard Upson
MI & Reporting Manager - Customer Experience
National Australia Bank
United Kingdom

"Great - holiday companies
Poor - large centralised contact companies"
About National Australia Bank

National Australia Bank’s UK organisation.
David Cross
People Development Consultant
National Australia Bank

"I find that I receive the most memorable service from the smaller retail sector that includes home businesses, small shops and the like, whereas large industries become depersonalised in their approach."
About National Australia Bank

National Australia Bank’s UK organisation.
Durinda Biesman
Vice President, Global Service Delivery
NICE inContact
United States

"I wouldn't say any sector is great. Two companies that I enjoy ( yes I said enjoy) being serviced by are Southwest Airlines and Comcast."
About NICE inContact

NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experien... (read more)
Steve Shefveland
Ashesi Global Services, Inc.
United States

"Overall, I tend to believe that great service is the result of focused attention to great people, processes and technology working together in tandem. In other words, I tend to not associate great service by industry. However, that being said, I have witnessed great service in the financial services, banking and consumer online retail industries, and the direct response industry. In addition, I have witnessed exceptional customer service in the electric utility industry, where revenues are often more determined by market perception and customer satisfaction then competitive market position."
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)
Bill Dougherty
CEO, Principal
The Stockade Consulting Group
United States

"It's across the board. For instance, do you believe what we have been fed by one of the largest auto. companies in the world recently?"
About The Stockade Consulting Group

Expierence (50 years) in most all B/B & B/C- past twenty five years mostly spent raising money for non-profits, specializing in Higher Education, but well versed in all facets of the non-profit world.... (read more)
Adrian Robertson
DHL, India

"Banks and Airlines generally provide good service. Telecom companies with their complex IVRs tend to make life difficult (however, once you get through to an agent, they are good too!)."
About DHL, India

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocea... (read more)
Alessandra Busilacchio
Operations manager
Saa International Assistance Srl

"The greater you go the higher the risk of poorer customer service, I personally think that for very large company that's the main risk, in fact many are breaking down operations to smaller dedicated groups. That can be a very complex choice to handle when it comes to multilingual multiskills contact centers"

Robert Wint
Senior Vice President Marketing, EMEA
United Kingdom

"I don't think there are specific sectors that offer a worse or better service than others. There are good insurance companies and there are bad ones. There are some excellent airlines and some where customer service appears optional. The difference here is in how individual brands perform."
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)
Ronni Marshak
Senior Vice President
Patricia Seybold Group
United States

"Retail banks do a good job in general. E-tailers are also pretty good.

High-tech companies tend to make it difficult for customers requesting service, often requiring that they remember their customer numbers, contract info, etc.

There are exceptions in every industry, though."

Geoff Langston
Managing Director
GL connects
United Kingdom

"I do not think that there is any particular sector, but organisations within sectors, although I believe that telecoms have made good progress over the last 5 years"

Ann Mayer
Telephos Ltd
New Zealand

"Great service, Airlines, Car Hire Companies
Not good service Some retail outlets, some telecommunications suppliers"
About Telephos Ltd

Telephos provides Call Centre management, consulting and outsourcing. Our work with past clients identified the specific need within the New Zealand Contact Centre industry for these skills on a set t... (read more)
Cheryl McNeil
GC Learning Services LLC
United States

"Creditors such as credit card companies, banks and utility companies provide the worst customer service."

Ankur Bhatia
Founder & CEO
Navigant Technologies Inc

"Terming industry sectors would be a very vast selection so I would like to break this up further. In my opinion, companies manufacturing home appliances, home construction material, consumables, apparel, software companies, reputed travel companies and healthcare are some great service provider. Poor service providers include all government organizations, credit card companies, telecom companies, airlines and education institutions."
About Navigant Technologies Inc

Navigant Technologies Inc. International Business Process Outsourcing (BPO) Company We are an International Business Process Management (BPM) Company, with specialisation in Demand Generation fo... (read more)
Srikanth Sesh
Founder & CEO
SmartConnect Technologies

"Great --- FMCG / Retail
Poor - Telcos/Banks/Insurance"
About SmartConnect Technologies

A unique IP-led initiative, addressing the convergence of omni-channel communications, as part of the various "Experience Management" theories, involving, voice, digital, social, mobility etc. UNF... (read more)
Deardrian Carver
Chief Customer Relations Officer
Virginia Retirement System
United States

"I find that the more upscale companies in the car, food, travel and retail industry tend to provide extra special service to their customers. It seems the more money and/or power you have, the higher the service treatment."


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 - Recruiting The Right Staff

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

Published: Thursday, April 8, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

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

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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