Lifeblood of Companies

The call center industry has transformed and evolved over the last decade, away from the focus on customer service and customer satisfaction, to bottom line revenue and outsourced services. Not surprisingly, we have seen steep declines in customer satisfaction and loyalty, and a significant increase in churn. This obsessive focus on the bottom line has led to many large companies going offshore for customer service and technical support, with other companies playing “follow the leader”. The result, overall customer satisfaction has declined significantly.

Customer Relationships: The Lifeblood of all Companies
A poll by Opinion Research indicates 69 percent of Americans are less likely to do business with a company after one bad call center experience. Yet, according to a 2007 Aspect Index report, customers are 33 percent more likely to do more business with a company after a positive customer experience.