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Customers Highly Satisfied with Service from Contact Ce January 04, 2010 07:01 PM Eastern Time GLASGOW, Scotland--(EON: Enhanced Online News)--CCA today announced that its leading member organisations are scoring customers in service delivered through contact centres. CCA’s Customer Experience Council ended 2009 on a high with customer satisfaction benchmarking scores averaging 84%. The n group is a new service offered by CCA to help organisations measure what matters in order to retain customers. Results from recent research revealed that dealing with a knowledgeable person is the most important factor for a successful custom outweighing importance placed on other factors such as time taken to answer or opening hours. Anne Marie Forsyth, Chief Executive of CCA commented, “This is not at all surprising given the high complexity of enquiries from c concerned about a whole range of issues affecting their lives during a difficult economic climate. It is clear that investment in custome resisting temptations to cut costs at the customer’s expense, will pay off as we look forward to better times ahead.” CCA Research Director, Marcus Hickman said, “There is always a cost pressure in the delivery of customer service and the dilem of how to deliver more for less. Having access to research like this, on a collective and individual level, is invaluable in order that we really matters to customers.” Through its Customer Experience Council, CCA has measured customer satisfaction for call handling across the 21 leading organisa over 400m phone calls each year. From this data, 84% of customers are satisfied with the service they have received. NOTES TO EDITOR About CCA (Customer Contact Association) CCA Industry Council is a leadership forum for the heads of customer contact strategy, both in private and public sectors. The Cou blend of visionary research, intra group case studies and benchmarking. Industry Council has recently dealt with topics such as 'Ne Strategies', 'Cause and Effect of Demand', 'Merging Voice and e-Channels' and 'New Generation Employees'. CCA Industry Coun between 25%-30% of those working in contact centres in the UK and Ireland and is in a fundamental position to effect real change Industry Council members and Customer Experience Council members include: Barclays Wealth; British Airways; British Gas; Bor Coventry Building Society; DWP; HMRC; ESB; NHS Direct; NS&I IBM; Lloyds Banking Group; LV=; National Rail Enquiries; Sky; Teleperformance; Tesco; Vodafone. For further information visit www.cca-global.com Contacts CCA Pauline Cochrane Tel: + 00 44 (0)7971 042408 Email: pauline.cochrane@cca-global.com Permalink: http://eon.businesswire.com/news/eon/20100104005891/en/Customer-Satisfaction/contact-centre/customer-service
