According to a recent survey of 8,000 adults from Ipsos, more than three-quarters (77 per cent) of consumers have chosen a product or service from a company because of a good experience they had with it. Conversely, 64 per cent have avoided a brand because of a bad experience.
If you were one of the small or medium businesses that missed the recent deadline to comply with the far-reaching EU General Data Protection Regulation (GDPR), don’t panic, there’s still time to ensure that you meet your requirements.
Call recording provides a valuable tool for monitoring the quality of customer services, training staff, resolving disputes, ensuring adherence to best practice, meeting SLAs, providing audit trails and, of course, to ensure compliance.
The importance of the quality of customer service provided by call and contact centres was this week brought home, literally, when BT announced that it would be bringing all its call centres back from offshore locations such as India and the Philippines to the UK and Ireland.
If you have an enquiry or a question, send an email to Even Hovde, one of our experts.
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