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Quality of service expectations
Failing to over haul customer service departments could
result in the loss of contracts worth £3bn to the gas and
electricity companies. Results from a survey carried out by
Datamonitor showed that none of the energy suppliers in
the UK are meeting their major customers' quality of
Source: Datamonitor May 2003
UK customer centres vs. off shore alternatives
O2, the mobile phone operator, have concluded that off
shore customer centres cannot compete with their UK
counterparts in terms of overall customer satisfaction.
Although off shore facilities offer a 60% cost saving, their
outsource in the UK actually achieved up to 3 times the
level of sales conversions, and 20% higher customer
There was also a variation of 10-15% in the
UK's favor on the subject of understanding the
operators, and also a difference of around 5% on making
the call relevant and interesting.
Source: Contact Centre Focus Magazine September 2003
93% of our first time impact on others is non-verbal
Source: Harvard University
Badly dressed men, on average, can expect to earn 15%
lower than their better-dressed counter parts.
A bad first impression can take up to 15 subsequent
meetings to correct.
There is a direct link between what you wear and what
Badly dressed women, on average, can expect to earn
11% lower than their better-dressed counter parts.
Source: London Metropolitan University
About the AuthorWritten by
Michael Wright of WrightPlace Consulting, a
consulting company specializing in helping you develop your business.. You can reach
WrightPlace Consulting by emailing firstname.lastname@example.org or online at www.wrightplace.co.uk.
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Article Published/Sorted/Amended on Scopulus 2006-05-30 22:36:14 in Business Articles