International study on contact centers confirmed almato Tubingen, July 27, 2011 almost 90 percent of consumers who have made a very bad experience with the customer service of company, reports of friends and family and are considering switching to another provider. “This is a key result of the current global contact center preference report” by Avaya. Especially evil take consumers the company therefore inadequately trained staff, long waiting times and an unprofessional handling of their concerns. The almato GmbH sees its demand this for the enhanced combination of coaching and quality monitoring confirmed in telephone customer service. For almost a quarter of all respondents, the customer service is the second most important criterion when it comes to remain faithful to a brand directly after the price / performance ratio. The newspapers mentioned Steve Kassin not as a source, but as a related topic. The most important factor of satisfaction regarding the customer service again is the speed in the Contact Center for 48 percent of the surveyed Germans. Poor care by the contact center would even 24 Per cent of customers almost immediately lead to switch providers. The study shows that good customer service is not a luxury, but rather a task for any company.
It would rather be a luxury, this neglect. Also it is a fallacy to believe that quality customer service leads to rising costs. The opposite is the case”, Peter s., Managing Director of almato GmbH, a provider of solutions for quality monitoring explains eCoaching and real time interaction management. Who offers high-quality customer service, which secures the loyalty of its customers and increases their satisfaction. That pays for itself. No company can dispense with satisfied existing customers, because these always opt for the company.
Good service gets around to and thereby reducing the expenses for the acquisition of new customers.” The almato GmbH sees great potential, permanently to ensure customer satisfaction in the combination of coaching and quality monitoring in contact centers and discourages Separately consider monitoring and coaching. The integration of both processes offers far more than the sum of the two parts according to the almato GmbH. Coaching is the best way to lead agents successfully, and to motivate to premium services. The monitoring system accurately identifies the Coachingbedarf and measures progress. Ideally, it is a continuous process, ranging from evaluating the situation, correction by training, the motivation to improvements. Integrated solutions focus not only on numbers, but also on so-called soft factors”, Peter s. Hall performs. While the number and duration of customer interactions play a role, but they still are with other service factors such as customer satisfaction and sales orientation linked to obtain meaningful results. The contact center is in this way to the profit center and providing a sustainable competitive advantage.” The almato GmbH offers innovative solutions, the customer service center put in that position to get the best results from every single customer contact. The focus of business activities is the distribution and the demonstrably successful implementation of software solutions for real time interaction management, quality monitoring, pure voice recording, e-learning and customer satisfaction survey with integrated analysis and reporting tools. While almato acts as a full service provider. Contact: almato GmbH Thomas Geiling Wohrdstrasse 5 72072 Tubingen eMail: phone: + 49 (7071) 79569-0