GCCRM Releases Call Center Customer Experience Research Report


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Shanghai, China, May 21, 2007 – With the booming of call center service in China, everyone meant to be a user of a call center in one form or another, and the experience these call centers provided will be crucial in forming one’s overall experience towards the brand they represent. In order to better understand customers’ call center experience so as to modify or fine-tune the experience process for users, “Call Center Customer Experience Survey in Mainland China” is conducted. The Survey is jointly organized by GCCRM and callcentres.net (Australia), aiming to dig out the call centre experience from an experience-centric rather than the traditional process-centric or efficiency-centric angle.

This survey appears in the form of online questionnaire. A sample size of 10,000 online members is being selected and all respondents are being asked a series of questions. After choosing their mostly love / hate call center services, respondents need to rate the satisfaction and importance level of 18 sub-processes throughout a typical in-bound call center experience. The survey starts from March 08, 2007 and ends on March 20, 2007. A total of 2,010 valid responses are obtained, which are statistically significant. Eligibility of the respondent group was determined through the use of pre-selection criteria and an additional screening question to eliminate individuals who have conflict of interests with this survey.

A free version of this survey report is available for download now. Visit www.gccrm.com to get the details.


GCCRM is an independent customer management organization founded in 2001. Through evaluation, enhancement and benchmark with best practices, GCCRM helps to roadmap organizations’ customer management – where they are, where to go and how to get there via awards, methodology, research & portal.

Visit www.gccrm.com or contact [email protected] for further details about this research.

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