Call Center Customers More Loyal than Others
A customer who receives satisfaction during a phone call to a customer service call center hangs up with more customer loyalty than one who is originally satisfied with the product. That satisfied call center customer also makes more future purchases and is more likely to refer friends and family to the product or service. These are key findings of new research from the Center for Customer-Driven Quality.
Call centers can be a resource for a groundswell of goodwill and resulting word of mouth, and the opportunities are growing as the number of calls to increases exponentially. Currently, 60,000 call centers in the United States taking 30 billion calls per year. By 2010, that number will double to 60 billion.
