NEW STUDY IDENTIFIES STRONG LINK BETWEEN CONTACT CENTER EMPLOYEE SATISFACTION AND CUSTOMER SATISFACTION

Study addresses specific qualities of customer service that effect customer satisfaction and loyalty.

Fairfield, NJ (PRWEB) February 6, 2002 -- THE RADCLYFFE GROUP, LLC, a premier performance improvement consulting firm for the contact center industry, today released its third industry study entitled, The True Face of Business: How Employee Satisfaction and Contact Center Culture Impact the Bottom Line," which surveyed 16 major U.S. companies in the consumer products, food and beverage, insurance, manufacturing, healthcare, and transportation industries. The study of contact center employees and their customers identified a strong positive relationship between employee satisfaction and customer satisfaction, and discusses the benefits of promoting employee satisfaction including a reduction in employee turnover and an increase in customer loyalty.

Satisfied contact center employees make for satisfied and loyal customers," said Elizabeth A. Ahearn, president & CEO, The Radclyffe Group, LLC. The results of this study indicate that customers decide whether or not to make future purchasing decisions with a company, or to recommend its services to others, as a direct result of their experiences with contact center representatives. Interactions with contact center representatives can often be the first point of contact that a customer has with a company. A positive, enjoyable experience can lead to high customer loyalty and repeat purchases over time."

Based on the findings, the study found that the key indicators of contact center representative satisfaction include relationships with co-workers and management, job challenges, and frequency of development or training opportunities. Additionally, when representatives feel a sense of pride with their job and with the overall company, they are more likely to feel satisfied with their job, having a positive effect on the customer. Other factors that contribute to employee satisfaction include effective communication strategies, performance development planning, and team building initiatives.

In addition to employee satisfaction strongly influencing a companys bottom line, customer satisfaction was also addressed in the study amongst a randomly selected group of customers from the 16 companies surveyed. According to the results of 1,170 respondents, customers are most likely to report high satisfaction with contact center service based on the amount of time it takes to resolve any problems or issues. Other factors that contribute to high customer satisfaction are personalized attention, receipt of all materials promised in a timely fashion, issues are treated as a priority, and receipt of courteous, knowledgeable, and empathic advice.

Contact centers with the most satisfied employees and customers are successful primarily due to the centers focus on speed of issue resolution and effective communication between both parties," said Ahearn. The relationships your contact center representatives have with your customers truly impact the companys bottom line."

Other areas highlighted in the study along with employee and customer satisfaction included co-worker satisfaction, satisfaction with contact center management, compensation, and representative development and training programs.

THE RADCLYFFE GROUP, LLC, based in Fairfield, NJ, is a premier performance improvement-consulting firm that provides companies with innovative strategies to deliver the highest level of service within their contact center organizations. The Radclyffe Group uses a holistic approach to provide customized products, solutions, and tangible training tools to support and achieve measurable change in the workplace, ensure a return on investment, and capture quantifiable results for company contact centers. To purchase a complete copy of the study, call (973) 276-0522 and for more company information visit www.radclyffegroup.com.

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