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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, ContactCenterWorld.com

Nina Kokorska
Workforce Planning Analyst
Expedia
Bulgaria

"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 Expedia.com, Hotels.com, Venere.com, Hotwire.com, Egencia (formerly Expedia Corporat... (read more)
 
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.
 


"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."

 
Steve Shefveland
Ceo
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."

 
Bill Dougherty
CEO, Principal
Shift Marketing
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?"

 
Adrian Robertson
DHL, India
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)
 
Robert Wint
Senior Vice President Marketing, EMEA
Verint
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)
 
Ann Mayer
Ceo
Mayer Consultants Ltd
New Zealand

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

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
 
Ankur Bhatia
Founder & CEO
Navigant Technologies Inc
India

"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 specialization in Demand Generation fo... (read more)
 
Srikanth Sesh
Founder & CEO
SmartConnect Technologies
India

"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)
 

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 - 5 More Ways To Start Motivating Agents Today!

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

Published: Thursday, April 8, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

About us - in 60 seconds!

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