A recent survey, sponsored by LinkedIn, and conducted by Empirix showed that most companies do nothing, pray, or “dial for dollars” (call manually) to discover whether their customer service systems are delivering superior service. Those of you who didn’t need a survey to state the obvious, will find the following statistics uninteresting. However, for the sake of the argument, these numbers show an alarming trend. It seems like businesses that state to have the customer as their main concern are not really interested in offering superior service via their call centers.
The surveys analyzed data from over 1,000 international technical professionals across multiple industries, who answered questions on how they assure high-quality customer experiences in call centers as they enhance telephony, information systems and interactive voice response (IVR) systems.
As you can see in the infographic below, over 62% test upgrades manually by having employees randomly evaluate different aspects of performance; 68% never test the voice quality in their contact centers; and only 31% invest in monitoring technology to keep their customer service systems running smoothly.
“The survey identified a huge disconnect between investing in customer service technology and knowing how to realize the maximum return on that investment,” said Tim Moynihan, vice president of marketing at Empirix. “Companies are committing significant sums to purchasing the hardware and software, but they’re not viewing quality assurance as part of the equation.”