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Industry Research : Video Streaming Dominates Subscription TV in Customer Satisfaction, ACSI Data Show

#contactcenterworld

Customer satisfaction with video streaming services far eclipses that of subscription TV service, according to the American Customer Satisfaction Index (ACSI(R)) 2018 Telecommunications Report. Video streaming services make their debut in this year's telecom report with an ACSI score of 75, far and above subscription TV's score of 62 – a 3.1 percent decline over last year. By nearly every measure, customers are more satisfied with streaming options, but some brands stand out more than others.

"Video streaming services significantly outperformed subscription TV," said David VanAmburg, Managing Director at the ACSI. "Streaming services don't have the hidden fees and six-month rates that subscription TV does, not to mention they're cheaper and simpler. But because consumers don't have many options when choosing a subscription TV provider, those businesses don't see a lot of risk in customer dissatisfaction, and we're unlikely to see dramatic changes any time soon."

Video streaming services avoid the downsides of other telecom companies

With an ACSI score of 75, video streaming services are the highest-performing telecom industry measured. Netflix, Sony PlayStation Vue, and Twitch all lead the pack, tying at a score of 78. Apple iTunes and the Microsoft Store take second place at 77, with YouTube Red in third at 76.

Amazon Prime Video, Google Play, Hulu, and Vudu all sit at the industry average of 75, followed by the network channel subscriptions: CBS All Access at 74, and HBO Now and Starz at 72.

Bringing up the rear are Sling TV (71), DIRECTV NOW (70), Showtime Anytime (70), and Sony Crackle (68). It's worth noting that even Sony Crackle in last place rates higher than nearly all subscription TV services.

Video streaming services receive high marks for ease of understanding the bill (80), website satisfaction (80), and call centers (75), but customers ding them on availability of the current season's TV shows (71) and availability of new movie titles (69).

Subscription TV continues losing ground

Customer satisfaction with subscription TV falls 3.1 percent to 62, an 11-year low for the industry.

AT&T's U-verse TV tops the list with a 70, one of only two scores that stayed the same instead of dropping. Verizon Fios falls 4 percent year over year to a 68 for second place, while DISH Network holds steady at 67 for third.


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In the middle of the pack, DIRECTV and Optimum both fall 6 percent to 64 and 62, respectively. Cox Communications sheds 2 percent to 60, while Spectrum and Suddenlink both plunge 8 percent to 58.

Comcast Xfinity decreases 2 percent to 57, Frontier Communications drops 7 percent to 56, and Mediacom places last with a 55, down 2 percent.

The top-rated part of the subscription TV experience is HD picture quality, which holds steady at a score of 80. Picture quality is close behind, down 1 percent to 78.

While courtesy and helpfulness of store and service center staff have a relatively good score of 77, and speed of store and service center transactions receive a 76, call center satisfaction continues to be the scourge of the industry, slipping 3 percent to 63.

"If you look at retail, airlines, and many other industries, companies like to reward customer loyalty, offering perks or discounts for doing business with them," said VanAmburg. "Telecom is the exact opposite. In many ways, loyalty is punished because subscription TV is focused on customer acquisition and offering the best deal to lure customers away from competitors. In the long run, that doesn't leave customers very satisfied."

Video-on-demand service debuts lower than streaming at an ACSI score of 68

Among video-on-demand services, AT&T's U-verse TV takes the top spot with a 74, followed by DISH Network at 73, and Verizon Fios at 72. At 70, AT&T's DIRECTV comes in far below its U-verse offering, but ahead of the industry average.

Optimum leads all cable companies in video on demand at the industry average of 68, while Cox Communications and Xfinity tie at 67, and Spectrum comes in last at 64.

Video-on-demand viewers are pleased with the number of TV shows (75), current seasons (74) and variety by category (74) available. However, the availability of a past season's shows is lacking (69) as are free on-demand content (69) and new movie titles (68). Call centers receive the lowest marks (67), but call center service performs better for on-demand customers than for internet and subscription TV.

Internet service providers hit an all-time low

While video streaming services receive much better customer satisfaction scores than subscription TV, viewers still need internet access to get it. Unfortunately, internet service providers (ISPs), along with subscription TV, have the lowest customer satisfaction of all industries tracked by the ACSI.

ISPs are down 3.1 percent to 62, and while customers clearly aren't satisfied with their service, more than half of Americans have only one choice for high-speed broadband. Every major ISP deteriorates this year except Xfinity, which remains unchanged.

Verizon Fios stays in first place at 70 after a 1 percent dip. AT&T Internet also falls 1 percent for a second-place score of 68, followed by Optimum, which drops 6 percent to 64.

Suddenlink and Spectrum both plummet 8 percent to 61 and 60, respectively, followed by Xfinity, unchanged at 60. Mediacom places last with a 53 after a 9 percent free fall year over year.

Call center satisfaction, already low, falls another 3 percent to 59. Customers are also less satisfied with overall data transfer speed, which sinks 3 percent to 67, and the variety of internet plans available, which shed 3 percent to 64. The one bright spot: Courtesy and helpfulness of store and service center staff, and speed of store and service center transactions both rated well, at 76 and 74, respectively, though both are down from last year.

The ACSI Telecommunications Report 2018 includes data on subscription TV services, video streaming, video-on-demand, internet service providers, fixed-line and wireless telephone services, and cell phone manufacturers. It's based on 45,292 customer surveys collected between April 19, 2017 and March 17, 2018.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About American Customer Satisfaction Index:
Company LogoThe American Customer Satisfaction Index (ACSI) is a uniform, national, cross-industry measure of satisfaction with the quality of goods and services available in the United States. A key distinguishing feature of the ACSI methodology is its patented scientific approach to customer satisfaction measurement. The technology behind the ACSI computes scores that reflect performance, based on the relative impacts of various components of satisfaction on overall satisfaction and the likelihood of desirable future behaviors, such as repeat purchases.
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Today's Tip of the Day - Build In Training Time

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Published: Tuesday, May 29, 2018

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2021 Buyers Guide Inbound Call Handling Services

 
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2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
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Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

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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.

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Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

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MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
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

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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