As a marketer, there are few things I appreciate more than a good survey. About a year ago we engaged a research firm to conduct a survey of 1,000 people in the U.S. about their thoughts on customer service, dealing with call centers and web self-service. The results were fascinating and really highlighted the importance of the call center. In fact, 89% of our respondents indicated that for serious issues, they much prefer dealing with a person over the phone than trying to sort it out via a company’s website on their own.
Now we are looking for the call center agent perspective. We’ve created a survey, which can be found here and hope to have as many agents as possible provide their input, so please forward this on to any call center agents you know. I’m very interested to compare the agents’ views to those of the consumers.
We expect to publish the results in the May timeframe. I’m sure they’ll be just as fascinating!
