Benchmarking

Call Center Agents Speak Out: “If I don’t believe it, consumers won’t either”

Filed in Benchmarking, Blog, Call Centers, Customer Service by on March 12, 2013 0 Comments
Call Center Agents Speak Out: “If I don’t believe it, consumers won’t either”

In our annual Contact Center Communication & Connection Study, we ask call center agents which statements they are instructed to say to consumers that they have a difficult time defending.  Due to the anonymous nature of this study, we are able to gather some refreshingly candid feedback.  This question has yielded some very interesting responses […]

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Benchmarking: Food & Beverage Call Centers Rate Highest In…

Benchmarking: Food & Beverage Call Centers Rate Highest In…

Based on extensive benchmarking data that we have gathered at The Center For Client Retention, Food & Beverage call centers rate higher than other industries in demonstrating appreciation to their consumers.  Other industries included in this comparative data are healthcare, beauty-care, pharmaceutical, consumer packaged goods companies and a broad category of miscellaneous industries. How much […]

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What Your Net Promoter Score Doesn’t Tell You

What Your Net Promoter Score Doesn’t Tell You

I recently had a client ask me, “Why did my Net Promoter Score stay the same while my overall satisfaction numbers went down?”  Good question.  The Net Promoter Score (NPS) is based on a simple question: How likely are you to recommend the company to a friend or colleague?  This yields an easily understandable metric […]

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