Nearshore Americas

Survey: Agents’ Lack of Knowledge is the Biggest Pain Point in Customer Service

A lack of knowledge among call center agents is hindering voice-based BPO providers‘ ability to meet their clients’ needs, according to a survey by Forrester Consulting.

The results of the survey are no doubt a matter of concern for the call center industry, with the majority of respondents expressing concern with agents’ insufficient knowledge and inconsistent answers.

“Contact center agents need to have 30-pound brains to be able to handle the breadth and depth of today′s customer issues,” said Ashu Roy, CEO of eGain, a cloud customer engagement solutions vendor that commissioned the survey.

“The only viable solution to this challenge is smarter knowledge that can guide them quickly and accurately to answers and through processes,” Roy added.

The research firm said it surveyed 5,000 consumers across the United States and covered a broad set of industries, including retail, communication service providers, banking and financial services, property and casualty insurance, health insurance, healthcare providers, utilities, and government.

“Customer service managers agree that the right knowledge delivered to the customer or agent at the right time in the service resolution process is critical to a successful interaction,” stated Ian Jacobs of Current research.

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“Done correctly, knowledge can be used to personalize an interaction, increase customer satisfaction, reduce call handle time, and make operations more efficient”.

Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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