Midwest Has Angriest Wireless Customers in the US
Even with real-time online support, I still get this longing to converse with a live person whose primary job is to hear my rants about the service or product of the company he or she is representing. This is quite rude, I know. But customer service is a necessary aspect of good business and brand loyalty, and most customers have high standards when it comes to call centers. It can be cost intensive for a company, but instead of skimping on quality, a heavy dose of analytics can help the business of customer service run more efficiently, saving time and money all around.
Repeat calls signal a lose-lose situation—this is according to a recent Clickfox study (infographic below). The study made good use of big data to locate states with the most number of repeat calls, which translates into dissatisfied consumers. The top three states include high cost and high frequencies of calls are Nebraska, West Virginia and New Mexico. On the other hand, the territories with lower call rates are recorded in Montana, Minnesota and Arkansas. The 1-800 numbers are always for free (for customers), and cost the company $8 each call, the more repeat calls the bad for it for the business. Looking at the results, there’s a clear need for reform within the customer service industry.
It’s no fun for companies to see that their customers are quite unhappy with the service they are paying for over multiple calls. After all, a reputation for bad customer service spreads like wildfire. However, with these types of data sets and this level of business intelligence (BI), companies can identify and attack recurring issues accordingly. BI applications that have been integrated within a business segment are now gaining popularity as analytics becomes a critical part of organizational strategy.
ClickFox knows all too well the importance of BI, and its product lineup sets out to empower companies with the information they need to make the right decisions. The company’s in the process of building out its BI tools and services, rolling out an update just a few weeks ago. ClickFox has become a leader in BI for its innovation around leveraging big data, recognizing the power in data-driven insight and forming ways to execute strategies around that knowledge base.
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