Retailers’ call centers for the most part are helping to solve their shoppers’ problems. But a drop in customer satisfaction should serve as a warning sign for companies to provide more training to associates, according to the just-released second Contact Center Satisfaction Index.

The Customer Service Representative Score for retailers was a healthy 81, above the overall score of 77, reports CFI Group, which created the Index. But the retailer number is down from the 85 posted last year. In addition, 77% of retailer call center users report that their issues are resolved by call centers, placing retail second only to hotels among call center sectors (which also include banking, cable and satellite TV, cell phone service, government, insurance, and personal computers). However, that figure is a 10-percentage point decline from last year, the first in which the study was conducted. Perhaps the major reason: as shoppers perform the more mundane tasks of ordering products over the Internet, they turn to call centers for more complex information.

“To some degree, they may be a victim of their own success,” Sheri Teodoru, CEO of Ann Arbor, Mich.-based CFI Group, told GlobeSt.com. “A lot of the simpler inquiries decreased dramatically. People now call with product support questions [such as lengths and sizes].”

Want to continue reading?
Become a Free ALM Digital Reader.

Once you are an ALM digital member, you’ll receive:

  • Unlimited access to GlobeSt and other free ALM publications
  • Access to 15 years of GlobeSt archives
  • Your choice of GlobeSt digital newsletters and over 70 others from popular sister publications
  • 1 free article* every 30 days across the ALM subscription network
  • Exclusive discounts on ALM events and publications

*May exclude premium content
Already have an account?


NOT FOR REPRINT

© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.

GlobeSt

Join GlobeSt

Don't miss crucial news and insights you need to make informed commercial real estate decisions. Join GlobeSt.com now!

  • Free unlimited access to GlobeSt.com's trusted and independent team of experts who provide commercial real estate owners, investors, developers, brokers and finance professionals with comprehensive coverage, analysis and best practices necessary to innovate and build business.
  • Exclusive discounts on ALM and GlobeSt events.
  • Access to other award-winning ALM websites including ThinkAdvisor.com and Law.com.

Already have an account? Sign In Now
Join GlobeSt

Copyright © 2024 ALM Global, LLC. All Rights Reserved.