Call Centre Failings on Customer Service

A report on a leading call centre site said that “6 out of every ten people are changing have actually switched companies because of poor service levels”. It does not specify which companies they are talking about but we are probably looking at companies providing a service such as Insurance, Mobile phones and banking etc.

One of the reasons given for this is productivity. Call centre’s and other agencies seem to be looking to their managers to increase productivity and increasingly looking at things like wrap up times, call rates and generally focusing on increased productivity without looking at levels of customer service.

I don’t think anybody is suggesting that we ignore productivity just that there is an even balance between that and the levels of customer service given.