call centre
1 Bad call centre experience = 68% defection rate
A survey commissioned by Teleperformance has revealed that a single negative experience with a customer call centre is likely to cause 68% of the respondents to take their business elsewhere.
The survey conducted by YouGov, looked at over 1,000 US adult consumers, with the results also revealing that consumers expect excellent service in return for brand [...]
fhios’ Top Tips For Multi-Channel
By Andrew Horsfall,
Marketing Assistant
at fhios.
At fhios we know that multi-channel retailing provides an opportunity to not only steal a march on the competition, but research shows that multi-channel customers are more profitable than other customers. Having multiple channels should also help you to attract those customers.
Here are fhios‘ 13 top tips to help capture the [...]
Social Media – A New Age of Customer Service
By Andrew Horsfall,
Marketing Assistant
at fhios.
The Internet has opened the door to millions of people to beam their views across the planet on everything from the quality of airline food to how long they waited on the tarmac to take off.
Social sites have become a new conduit for Customer Service in the late naughties, with [...]
Phone Surveys can’t last, says SurveyUSA boss in call for ‘new research paradigms.’
By Jonathan Outlaw,
Business Development Executive
at fhios.
Jay Leve, CEO of polling firm Survey USA, says we are seeing “the tail end” of the life of telephone surveys.
Leve, whose firm specialises in automated telephone polls using recorded voices, told the Joint Statistical Meetings in Washington DC that phone research “has proven to be an excellent method of [...]
