February 19, 2018 / GuidesFor Team
Do you remember the time when call center agents were called “Monkeys with a script”? It’s a time long forgotten, managers have learned to adapt to the situation and agents have been trained to respond accordingly.
But not all organizations handling voice accounts have migrated to a more personal approach. The article is the result of a survey on what customers think about call center agents and their scripts.
Another survey by Fonolo shows that only 26% of people who called customer service are satisfied with the support provided. There is still a gap between customer expectations and service delivery. The survey result is an insight on caller expectations and managers should be able to figure out how to meet it.
Posted In: Research