Toronto, Canada, April 28, 2015 – 3C Contact Services Inc. , North America’s premier cost-effective provider of contact center solutions for small and medium-sized businesses, is weighing in on an independent consumer survey that shows a lack of knowledge among customer service agents is the biggest concern for clients.
In a survey of 5,000 customers in the U.S., respondents were asked what they felt were the worst aspects of getting help from customer service contact centers. While the research yielded different insights across consumer demographics (age, gender, income), two major concerns emerged. Forty-one percent of those surveyed said different customer service agents giving different answers was their biggest issue, while agents not knowing the answers to questions was the second-biggest challenge facing consumers, according to 34%. (Source: “Lack of knowledge among agents the biggest pain point in customer service according to new consumer survey,” eGain.com, April 22, 2014; www.egain.com/company/news/press_releases/lack-knowledge-among-agents-biggest-pain-point-customer-service-according-new-consumer-survey/.)
“This survey confirms what the experts at 3C Contact Services Inc. have long known; that a lack of training and knowledge is extremely frustrating to those who call a customer service representative looking for help,” says Damian Reyes, customer service manager for 3C Contact Services. “Improperly trained staff with a lack of knowledge can really damage a company’s reputation and bottom line.”
Current research backs this up. One recent study found that 76% of Americans view customer service as a true test of how much a company values their business. In fact, 55% of people have stopped shopping or using the services of at least one company because of poor customer service in the past year alone. (Source: Loechner, J., “Millennials Want It Now, And They Want It Right,” MediaPost.com, April 27, 2015; www.mediapost.com/publications/article/248453/millennials-want-it-now-and-they-want-it-right.html.)
“Satisfying customers is only going to get more difficult. That’s because younger consumers are less forgiving of customer service agents who are not knowledgeable,” Reyes adds. “Businesses cannot simply rely on brand-loyalty anymore to keep customers coming back. When it comes to building strong brand perception, shoppers are becoming more experience-loyal.”
According to Reyes, businesses that outsource their contact center solutions to 3C Contact Services have seen their customer satisfaction improve significantly. In an industry where contact service companies strive to achieve customer satisfaction and quality assurance rates of between 90% and 95%, 3C Contact Services has maintained a score of at least 97%. 3C Contact Services also has a client retention rate of 64%; the industry average is just 45%.
“When it comes to brands outsourcing their contact center solutions, it’s imperative that they be proactive, not reactive. At 3C Contact Services, we believe excellent customer service begins with highly skilled, satisfied employees who are empowered to go above and beyond their customers’ expectations,” Reyes concludes. “When it comes to customer satisfaction, 3C Contact Services fosters the kind of environment that helps brands create a great first impression and builds an experience-loyal customer base.”
To learn more about 3C Contact Services Inc., visit the company’s web site, call 3C Contact Services at 1-888-353-2335, or e-mail d.reyes@3ccontactservices.com.
