A good call centre can be a vital way for a business to enhance its image with potential customers, a new report suggests.
Maritz Research is highlighting the significance of in-house and outsourced call centre success in light of research showing that financial and banking companies could improve their customer service skills, reports Call Centre Focus.
According to the study, 55 per cent of respondents felt that their queries were not being adequately addressed by the call centre adviser they had contacted, with 31 per cent expressing satisfaction with the way their issue had been handled.
Dawn Ray, general manager of Maritz Research, said that companies need to realise the link between brand perception and consumer relations practices in call centres.
"This is of central importance for companies trying to catch up with the requirements of offering an improved, service-oriented attitude.
"Ultimately then, customer satisfaction is set to further increase in importance in the future," she told the news provider.
Brands were advised last week by E-consultancy to focus on web-based social networks in order to improve their image.
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