Call centre solutions could help to give better customer satisfaction

Contact centres which are concerned over recent statistics showing that customers are dissatisfied with the service they receive could consider turning to call centre solutions for help.

Almost two-third of respondents told the Avaya Contact Centre Consumer Interest that they found dealing with call centres "constantly problematic," while 76 per cent said they would not be happy to interact with a customer service representative they knew to be in another country.

Problems faced by customers included the way in which information and promotional messages were delivered, IT Wire reported.

Call centre solutions could be of benefit in this situation as using the technology could offer a more integrated service to provide a service people would be happy to use.

Chong Win Lee, Avaya’s regional director of Asia Pacific, told the news provider: "Here’s a good opportunity for contact centres to drive an improvement in how customers perceive contact centres. The opportunity is being able to utilise technology, for example being able to identify a customer based on their name, from information from their phone. There’s a lot of potential there that’s not being tapped."

Patrick Barnard, managing director of technology site TMC Direct, recently said that the most effective way for call centres to achieve customer satisfaction is to establish what they need as soon as they call.