There has been a significant decrease in the levels of call centre customer satisfaction, regardless of location, with the overall score down to 68,3% from 82% in the previous report, the latest Global Contact Centre Benchmarking Report shows.
The highest decrease in satisfaction was in Asia-Pacific where satisfaction fell from 84% to 61,9%. North America didn’t fare much better with customer satisfaction levels falling 21,1%. In Europe, customer satisfaction levels fell 8,6%, with the lowest fall being recorded in Africa and Middle East with a 7,7% decrease in satisfaction.
“Although on the face of it the findings may appear negative, strangely there may be some good news. Throughout the contact-centre industry there has been a focus on a more mature assessment of customer satisfaction, beyond a one-dimensional approach, to a balanced scorecard. This more realistic measurement approach may be a reason for the large drop in satisfaction scores reported across all geographies,” said Cara Diemont. editor of the report. ‒ I-Net Bridge