Customer satisfaction in contact centres is falling globally, according to a report to be released at the Contact Centre Global Forum (CCGF) in France next month.
A ‘sneak preview’ was offered in the CCGF's final newsletter which was sent to all partners, including TUANZ. It showed that the biggest drop in customer satisfaction is in the Asia Pacific region – down 22.1 percentage points from 84% to 61.9%.
According to the report’s author Cara Diemont, other findings endorse the adoption of speech recognition technology. “The benefits are substantial; high customer adoption matched by significant cost savings.”
Of those centres surveyed, 13.5% had implemented speech recognition and a further 24.7% planned to do so.
However, over half (57.4%) of contact centres still described themselves as ‘cost centres’ which Diemont says can be detrimental to a centre’s growth.
“The figure is particularly high in Europe (60.3%) and lowest in Asia Pacific (52.2%). This perception inhibits efforts to deliver value to customers and drives a single minded focus on saving money – frequently at the exclusion of all else.”