The relationship between customer satisfaction, revenue and cost to serve has been well established by many over the recent years. McKinsey for example, estimates that ‘maximizing satisfaction across customer journeys has the potential to increase customer satisfaction by 20% and to lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%.’
From the results of this year’s survey however, it seems that Quality Monitoring has yet to successfully claim its share in this relationship. And from what industry representatives are telling us, failure to monetise the value of Quality Monitoring keeps it a cost centre in the company ledgers – and companies never want to invest in cost centres!
Last year, our 2016 survey showed a significant turn towards Quality Monitoring compared to 2015:
– 168% increase in the number of contact centres with a dedicated Quality Monitoring team
– 30% increase in the number of contact centres that upped the number of calls they evaluate to the 4-10 calls/agent/month category
– Almost double the number of contact centres that use Call Recording
In 2017, Business Systems teamed up once again with The Forum to find out if and how contact centres in the UK have improved in streamlining Quality Monitoring.
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