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Customer satisfaction with their interaction with the call center is essential to overall success of the call center. Commissioned by fifty of the UK's leading call centers, new independent research has shown that 93% of customers get through to the call center on their first attempt. The survey found that it takes on average just 1.3 minutes for customers of the Top 50 Call Centers to get through to speak to an actual person. This study also found that 58% of callers got through to a Customer Service Representative in less than one minute.
Study Shows U.K. Call Centers Performing to Expectations Susan J Campbell Customer Inter@ction Solutions; Nov 2008; 27, 6; Docstoc pg. 41 Reproduced with permission of the copyright owner. Further reproduction prohibited without permission.
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