Customer satisfaction with the call center is crucial to customer loyalty, positive word of mouth and return on investment, says a new study released from CFI Group. The inaugural Call Center Satisfaction Index found that the two issues that had the most impact on customer satisfaction with the contact center are first call resolution and offshoring.
Issue resolution is the key issue driving customers' satisfaction and therefore their loyalty and likelihood to recommend. Across all industries measured, almost a fifth of all callers hung up with their issue unresolved. Of those customers who didn't have their issue resolved, 68 percent are at risk of defection (43 percent said they would definitely defect and 25 percent aren't sure). That's a substantial percentage of callers who are at risk of defection based on their interaction with the call center alone.
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