Trends Report

Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

April 11th, 2011
Kerry Bodine, null
Kerry Bodine
With contributors:
Harley Manning , Jennifer Peterson , Allison Stone

Summary

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The satisfaction scores for individual brands in some industries are so low and so tightly grouped that the door is wide open for any company that decides it wants to differentiate on call center customer experience. However, to do so will require a strong focus on callers' needs and a rethinking of typical efficiency metrics like average handle time. Companies that want to embark on this journey need to conduct in-depth caller research and create a shared understanding of callers' attitudes and motivations throughout their organizations.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.