Consero Survey Reveals 47 Percent of Contact Center Executives Are Not Satisfied with Training of Service Center Agents

BETHESDA, MD – (April 9, 2015) –  Forty-seven percent of contact center executives expressed dissatisfaction with the quality of training their service center agents are receiving, according to a new survey by Consero Group, an international leader in creating high-level, invitation-only events for senior executives.  The results were reported as part of the 2015 Contact Center Data Survey, compiled by Consero Group.

In addition, 42 percent of surveyed executives said their call center representatives are not engaged sufficiently in their customer experience strategy.

“Contact center agents must be prepared to deliver positive and consistent customer service through many different channels in a market filled with sophisticated consumers,” said Paul Mandell, Founder & CEO of Consero.  “With a substantial percentage of executives reporting that they are unsatisfied with the quality of training provided to agents, and that a significant percentage of representatives are not engaged sufficiently in customer experience strategy, there remains room for improvement to ensure customer service is consistent with the organization’s CX strategy.”

Additional Findings Included:

  • Technology Infrastructure Not Meeting Contact Center Needs: Fifty-six percent of respondents do not believe that their technology infrastructure meets the needs of their contact center operations.
  • Executives Not Satisfied with Level of Data Insight: Sixty-two percent of surveyed executives said they were not satisfied with the level of insight they are able to extract from their data and analytics.
  • Phone is Primary Channel for Customer Feedback: More than half (54%) of contact center executives surveyed said telephone remains the primary channel to receive customer feedback.

The Data Survey was conducted in conjunction with Consero’s 2014 Contact Center Forum, an invitation-only event hosted by Consero in December 2014. A total of 39 responses were recorded.

About Consero

Founded in 2010, Consero Group is an international leader in creating industry-specific events for senior-level executives in the following areas: Legal, Compliance, Shared Services, Customer Experience, Finance, IT, HR, and Procurement, among others. With operations in the U.S. and in Europe, Consero is best known for transforming the executive experience through intimate, invitation-only programs in a sophisticated learning environment with high-level content. For more information on Consero, please visit www.consero.com.