UK Call Centre Standards Set To Improve With Innovative Software
Tuesday 28 June 2011
A recent YouGov Survey, commissioned by arvato, of over 2,000 adults in the UK, found a staggering one in five consumers (22%) feel they receive poor customer service when speaking to call centres. The survey highlighted Insurance companies, utility providers and public sector organisations as having the worst customer service.
The highest levels of complaints were concerning call centre staff with strong regional or foreign accents followed by queuing and automated menus. The current economic climate has also impacted on contact centres attempts to improve service when faced with significant budget cuts.
The findings come as no surprise to Parker Software, an organisation dedicated to improving customer service, they are frequently approached by contact centres, due to their innovative software solutions, which are helping such organisations improve employee productivity, reduce operational costs whilst also dramatically improving customer service.
With a customer list that includes the likes of Cisco, BBC, Glaxo Smith Kline, Aviva, Game, Phones4U and many more, their live chat and analytics software (WhosOn) and email automation solutions (Email2DB) are helping companies save millions of pounds each year in operational costs, whilst still delivering enhanced customer service.