As a confirmation of my last post about call centers
continuing to be the center of reliable and customer-friendly communication,
I’d like to share an Infographic with some great facts and statistics by Zendesk:
- 79% of customers still prefer to use
the telephone to interact with a customer service center and only 12%
prefer to use web chat (though that number continues to climb!)
- 72% of companies are aware of their
customers’ preference and place value on their call centers.
- An interesting fact about agents’
gender: 71% of agents are female and only 29% male.
Clearly call centers will continue to play a big role in
many companies’ success, driving high customer satisfaction scores and ongoing
customer loyalty.
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