{"id":1579,"date":"2015-03-04T13:03:00","date_gmt":"2015-03-04T13:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-03-04T13:03:00","modified_gmt":"2015-03-04T13:03:00","slug":"in-house-or-outsourced-call-centers-need-to-up-their-game","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/in-house-or-outsourced-call-centers-need-to-up-their-game\/","title":{"rendered":"In-House or Outsourced, Call Centers Need to Step Up Their Game"},"content":{"rendered":"
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March 4, 2015<\/p>\n

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In the call center industry, customer satisfaction is one of the most important factors today. Call centers used to focus solely on handling as many customer calls as possible, but those days seem to be long gone. Although most call centers understand the need to improve customer satisfaction, they struggled to meet their goals in 2014. A new report by the CFI Group indicates that those same call centers were able to make a significant recovery in 2015.<\/p>\n

This report, now in its eighth year, not only found that customer satisfaction was on the rise, but also that advancements were making it much easier to operate a contact center that continued to assist as many customers as possible while ensuring that the assistance provided was truly effective. In total, the Contact Center Satisfaction Index (CCSI) collected data from more than 1,500 consumers across six major industries.<\/p>\n

In 2014, the CCSI peaked at 72 out of 100. That is a three-point increase from 2013 but is the third-lowest score since the index was established. When it comes to finding ways to improve customer satisfaction, people have tried a number of approaches to reach the \u201cmagic number\u201d of perfect satisfaction. That number is likely not only magical but also virtually unattainable.<\/p>\n

Still, finding a way to retain customers is a goal that nearly every contact center is working hard to achieve, especially in 2015. When it comes to achieving the highest customer satisfaction ratings, contact centers have implemented all kinds of new technology. Despite these efforts, a majority\u201457 percent\u2014would rather use the telephone than any other method of contact.<\/p>\n

The extent to which a call center agent can interact with a caller is also very important. People expect agents to be able to suggest solutions and answer questions even if the answers aren\u2019t in a script. Having agents who care about their work and the people calling into their center are two factors that are said to drive customer satisfaction to its highest level. Savvy managers would be wise to take steps in that direction to make it happen.<\/p>\n<\/div>\n

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<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

March 04, 2015 In the call center world, customer satisfaction is about the most important thing that exists these days. Call centers used to be all about getting as many customers on the line as possible but those days appear to be long over. Despite most call centers understanding the need to drive up customer […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1579","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1579","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1579"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1579\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1579"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1579"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1579"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}