I’ve long been concerned about the disconnect between customer perception of call centers and the rosy reports produced by many call centers about their customers’ satisfaction with their performance. How can so many centers have such satisfied callers while the industry as a whole gets low marks?
Now there’s some research that documents this “perception gap.” Aspect has created an “index” to measure contact center satisfaction. There’s a summary of the research findings in the January 2006 issue of Call Center Management Review. Here’s an excerpt: Read the rest of this entry »
