Joe Dean
Senior Product Manager
Joe Dean is a senior product manager at inContact, currently leading our workforce optimization solutions. Joe brings over a decade of experience in various areas of software development, including product management, implementation, and engineering. Prior to joining inContact, he was a product manager at Motorola where he developed records management software for law enforcement. He holds a bachelor's degree in information technology systems from Michigan State University and a Master's of Science in Strategic Management from Indiana University.
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Call Centers Have a Huge Impact on Company Performance

by Joe Dean
March 29, 2010
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A recent survey commissioned by Teleperformance and conducted by YouGov shed some insight into the importance that the contact center plays in the financial performance and growth of its parent company. According to the survey:

  • 51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience.
  • More importantly, 68% of consumers would take their business elsewhere after one bad customer service call.

What does this mean?  The contact center has a direct impact on the continued financial success of its company. This emphasizes the importance of agent optimization and service recovery efforts, which includes:

  • Hiring, training, and retaining the best agents
  • Performing effective and consistent quality monitoring
  • Perfecting coaching practices to help improve the performance of your agents
  • Identifying customer dissatisfaction and performing effective service recovery with those customers

You can find a link to the full results here.

Posted at 09:00 AM in
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Good info on Call Centers. Mostly a forgotten area of the business.. Businesses are driven by the needs of their customers. Many companies perish because they cannot align their product or service to the needs and wants of the customer. Outstanding Customer Service is an evolutionary process that must be entrenched in the company culture or the customer will go elsewhere. Gravity Gardener http://gravitygarden.com/build-customer-loyalty
Posted by Gravity Gardener (not verified) on Saturday 04/17/2010 at 04:55 AM
They said, that today, retaining employees is difficult. I think if the company is also knows how to take care of their employees, then there will be a lower number of people who are leaving the company.
Posted by Philippine call center (not verified) on Monday 04/12/2010 at 01:32 AM
Interesting write-up. This makes perfect sense. Customer service is an integral part of job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy customers, they not only help us grow by continuing to do business with you, but recommend you to friends and associates. Best Regards, Yolanda
Posted by Outsourcing Tech Support (not verified) on Monday 03/29/2010 at 07:38 PM