Call centres create happier customers compared to online self-service


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Analysis provides new evidence that the personal service from call centres can deliver unanticipated benefits as compared to online customer management.

Thomas Johnson

Thomas Cowper Johnson

Thomas Cowper Johnson, director at ServiceTick commented: “We’ve looked at data over a sufficient period of time and a significant number of surveys and the evidence is there.

“Customers are more satisfied and more likely to recommend a brand when they have had human contact with a call agent. We’ve all experienced the frustration of a web process that doesn’t work, but with that we have no way of sorting things out. A professional call agent can respond to issues and sort out problems on the spot, leaving the customer happier.”

Published On: 27th Apr 2011 - Last modified: 22nd Mar 2017
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