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News : UK Call Centre Customer Service 'in Decline'
Oct 2, 2014 -- Customer service satisfaction across UK call centres has fallen from 62% to 50% over the last 18 months, according to new research.
Long waiting times and "shuffling between departments" have led to the UK public becoming more frustrated with the sector, according to research from Bright UK, a consultancy for call centres.
The study surveyed 2 million call centre customers across all sectors of the economy, including banking and insurance, telecoms, retail, energy and travel and leisure between Spring 2012 and Autumn 2013.
To improve standards, a new customer service standard - the Gold Standard - has been launched this week in London, supported by the Call Centre Management Association (CCMA). The standard is intended to help companies improve customer service, operational performance and staff engagement by benchmarking their service levels against best practice.
Posted by Veronica Silva Cusi, news correspondent
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About Bright UK Ltd:
Bright was founded in 2000. Since then over 1,000 contact centre reviews have been carried out and millions of clients’ customers have been surveyed. Based on this we know what it takes to become a best in class customer service operation and have perfected our tools to help clients achieve this. The Bright Suite analyses and benchmark key performance indicators of contact centres in all sectors. Main areas covered are: Performance Customer satisfaction Employee engagement The results form a platform for participants’ target setting and improvement plans. The end goal is to significantly improve our clients’ competitive edge, at the same time as we improve overall customer and staff satisfaction.
About Call Centre Management Association (CCMA):
The Customer Contact Management Association was formed in June 1996. The association recognises all Call Centres including help desks. There is no distinction between inbound or outbound, sales or service, or industry. Over the last five years the CCMA has grown from strength to strength in both membership and industry recognition.
Published: Friday, October 3, 2014