70% of buying experiences are based on how the customer feels they are being treated and 90% would like to pay extra to get better service
55% of customers will back out of a purchase due to poor customer service.
Only 12% of marketing budget is spent on looking after existing customers.
Call centre workers generally sit at their desk for the majority of the day. They experience a high volume of calls of low complexity. Handling as many calls as possible is usually the most important KPI for these employees and businesses.
This group are specialist customer service employees working in set-ups that focus on creating efficient interactions. The complexity of these interactions is relatively high, with varying levels of concentration and conversation required throughout the day.
The most productive people in this segment are very proactive in their behaviour. They plan their day to allow for specific concentration time. They focus by listening to music, blocking out unnecessary noise and by letting others know that they are busy.
In this group, we typically find financial professionals such as traders and brokers. It also covers key account management roles (e.g. an export department), while estate agencies and emergency services also fall into this category. They take a lot of important calls, from dealing with investments on the stock exchange to closing a sale between a supplier and his customer.
Here, some of the most valuable customer interactions are made over the phone. Typically, the financial sector has led the movement for delivering high value to customers without the need for physical meetings, through consultancy services such as private banking and accounting. Calls are of high value to the customer. They may be calling about their pension, investment portfolio or an important legal matter such as the purchase of their house.