Forrester

Why Read This Report

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with consumers' overall perceptions of how useful, easy, and enjoyable it is to work with companies. This is great news for the handful of companies that actually provide a great call center customer experience — but for the majority of US firms, it means an increased likelihood of losing valuable customers and the revenue they bring. To remedy this situation, customer experience professionals need to create a business plan that demonstrates why the customer experience must become an essential focus of call center operations.