Clarabridge did a study of call center interaction that indicated many reasons for dissatisfaction. Agents reported that they were not adequately trained, were overextended, and feedback collected on calls was not distributed to other departments where solutions could be addressed. Customers were frustrated with long wait times, the inability to talk to a real person, and an unsatisfactory interaction with the agent. Yelling and threats of cancellation occurred. Managers can provide more fixes than they currently do.
Read more: Customer service: Thoughts on call center frustration – Green Bay Press Gazette
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