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