Factors in Call Center Customer Satisfaction

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  • 0:00 Customer Service Is Key
  • 0:35 Accessibility
  • 1:10 Speed of Service
  • 2:44 Quality
  • 3:33 Lesson Summary
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Lesson Transcript
Instructor: Amber Dixon

Amber works with graduate students enrolled in a virtual program and has a Master's of Social Work degree.

This lesson will review the facets of providing satisfactory customer service in a call center environment. You'll learn about quickly resolving client inquiries and concerns with attention to quality.

Customer Service Is Key

When calling customer service, customers expect timely responses, attentiveness, and quality. Customer experience is the customers' perspective regarding their interaction with a company during all stages of involvement. Call centers that invest energy and effort into hiring, training, and retraining customer services teams will benefit greatly. The advantage that these companies experience is the ability to sustain a strong business reputation and maintain existing customers.


Customers want to access information in an uncomplicated manner. Call center customer service representatives can create this ease of approach by offering convenient availability. Availability should offer some flexibility outside of regular working hours to provide easy access for customers. Additionally, customers desire multiple avenues to contact customer service staff, including by phone, email, or text messaging. Many business are also offering chat communication in real time with customers who access the company website.

Speed of Service

Have you been on hold for fifteen minutes waiting to connect with a customer service representative only to find yourself waiting an additional thirty minutes because your phone call was dropped? The speed in which customers can connect with a knowledgeable representative is an important component to customer satisfaction. One example for reducing wait times between call transfers to a live agent includes only requiring customers to enter their account number once.

Companies benefit from offering short wait times during peak hours. This can be accomplished by analyzing when customers' call volume is the heaviest and staffing appropriately during these times. Another option is the use of automatic call-back software, which eliminates the need for customers to wait on hold. Instead, customers receive a phone call from the business without losing their place in the queue.

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