In early September, a new call center with 150 jobs was launched in Rostov-on-Don. And the company has managed to calculate the benefit from the money invested in the project and effort. A key indicator – the cost to the company minute conversation with the person – has decreased by increasing the volume and use of IP-traffic channels for long-distance calls. The average waiting time connection to the operator a target value of 40 seconds, rarely goes beyond the level of 10-20 seconds. Technology Quality of Service (all calls are recorded with the operators to be able to control how polite and well they communicate with clients) has improved and this would seem difficult to measure the indicator. More than 60% of consumers believe that their service in the corporate contact centers are better than three years ago. But the reasons for dissatisfaction have remain.
These are the results of a study commissioned by Genesys Telecommunications Labs, which was attended by over 4,300 people in the U.S. and Europe, including 300 Russians. One in four customer service is rated as "improved significantly" in the Recently, 38% said it was "slightly better", and only 12% of the respondents talked about his deterioration. Meanwhile, the quality of interaction between companies and their customers have a decisive impact on increasing their loyalty. Three-quarters consumers said they would prefer to work with firms that have managed to build up the work of their contact centers on a high level. Conversely, 63% reported that partially or completely rejected contacts with companies in whose customer service leaves much to be desired.