Issue resolution key to repeat call-center business

Issue resolution key to repeat call-center business
Tags: Customer Experience, Customer Service, Multichannel Retailing
July 21, 2008

TWICE: Resolving a customer-service problem on the patron's first call will entice that person to continue doing business with that company 49 percent of the time. This was found in a study by the market research firm CFI Group in its second annual Contact Center Satisfaction Index (CCSI).

The CCSI is based on an online survey of 2,200 consumers who had called a contact center within a month prior to the survey and who agreed to answer 20 questions based on their call-center experience. It found that 95 percent of "satisfied customers" said they would do business with the same company again, and 91 percent of those who were considered satisfied said they would even recommend the company to others.

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