"Shoring Up the Front Lines of Product Service: The Call Center"
A large majority of companies (79%) say it is either "very" or "extremely" important for their call centers to be able to triage, diagnose, and even resolve problems in the call center. Moreover, 82% of companies say this will become even more important over the next two years.
But few companies are comfortable with their call centers’ ability to actually help resolve problems: 51% are less than satisfied, and only 13% or either "very" or "extremely" satisfied with call center capabilities in this regard.
Almost all survey respondents (92%) say that "customer satisfaction" is the top "key driver" requiring them to improve their call centers’ capabilities in problem diagnosis and problem resolution.
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