Call centres 'lead to customer satisfaction'

Date: 03/05/2011

Research has shown purchasing non-geographical numbers and opening a call centre could lead to increased customer satisfaction for many companies.

Conducted by ServiceTick, the study found being able to speak to a representative over the phone is more beneficial to consumers than trying to solve queries online.

After analysing a range of data, the brand discovered that customer satisfaction scores were higher among those who answered questions following a conversation with a call agent.

Director of ServiceTick Thomas Cowper Johnson said: "Customers are more satisfied and more likely to recommend a brand when they have had human contact with a call agent."

He explained this is because professionals can solve problems instantly, which means individuals are often happier with the service.

This may encourage enterprises to get 0800 phone numbers and set up their own centre.

If they are looking for tips on the matter they could follow the advice of founder and principal consultant at Orchid Consulting Keith Gait, who told Call Centre Helper that it is important to establish a balance between shift and agency employees.