New research from Shared Services Connected Ltd (SSCL) has found that ‘human touch’ remains crucial to delivering satisfaction to contact centre customers, with nine out of 10 (88%) saying it is important to hear a human voice at the other end of the line.
However, the YouGov research, commissioned by SSCL and launched at the Public Sector Show 2018, is consistent across all age groups, only dropping to four out of five (78%) among 18-24 year olds, demonstrating the enduing power of the human touch in customer service.
For Carl Johnson, Director of Contact Centre Services at SSCL, the findings reinforce SSCL’s business strategy rooted in strengthening both the digital and human service available from contact centres.
Speaking at the Public Sector Show 2018, he said:
“At SSCL we know that customer expectations from contact centres are growing, and as a result, contact centres are becoming more and more complex."
“At SSCL, we handle two million calls and over 200,000 emails each year. But despite the enormous scale of our day-to-day work, we’re constantly striving to achieve a balance between creating efficiencies and providing a tailored, personal and high-quality service to the public who rely on us.