UK e-contact centres are outperforming their US rivals when it comes to customer care, according to the latest research.
A study by eGain Communications Corporation found British consumer service complexes within the retail sector are of a high standard when it comes to the quality of email responses, with 50 per cent of participants given a rating of excellent.
This compares to just 30 per cent of US e-contact centres, however America is fairing better in other areas.
British call centres are lagging behind when it comes to phone correspondents, with 64 per cent of the UK failing to respond to a customer within 24 hours.
Andrew Mennie, a general manager and vice president for the firm, commented it is vital retailers understand the importance of contact centres.
He added: "As growth in European online spending is projected to continue, it is imperative for retailers to invest in technology that will assist and improve the customer service experience for the consumer."
Earlier this month, First Direct was named as the top UK customer care helpline by Call Centre Focus magazine.
This news feed has been brought to you by Direct Response Limited, the award winners for outsourced call centre services. For further information please visit www.drltd.com |
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