Tuesday, June 18, 2013

40 Stats Shaping the Future of Contact Centres

I came across some interesting research that highlights the important role contact centres play in retaining customers.  Click here.

The article brings home the ongoing importance of focusing on customer satisfaction. At Telnet we call this "The Care Factor" and we measure it with real-time NPS scores obtained via our IVR at the end of each call. Since introducing NPS about 2 years ago independent customer satisfaction surveys undertaken by our clients have all recorded significant improvements.

Happy customers stick around and Telnet's clients all love that!

John Chetwynd

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