|
CSR Performance in Decline
10/01/03 Lumen Research Associates reports a sharp industry-wide drop in customer service representatives performance. The Lumen Agent Index (LAI) dropped to 55.7% in the 2nd quarter of 2003 from 64.7% in the 1st quarter.
10/01/03 Lumen Research Associates reports a sharp industry-wide drop in customer service representatives performance. The Lumen Agent Index (LAI) dropped to 55.7% in the 2nd quarter of 2003 from 64.7% in the 1st quarter. This staggering 9% point drop pointed towards dissatisfaction with an agents authority to resolve problems as the primary culprit.
The LAI is a composite score of 3 customer service measures; professionalism," knowledge" and authority." These indicators evaluate the people-part or human aspect of the American customer service system.
This drop is a concern and coincides closely with our earlier release (see press release, 09/03/03) reporting a drop in overall customer service," says Christopher Clegg, president of Lumen Research Associates, LLC. We will watch this and other measures closely to see if 3rd quarter results officially mark the start of a downward trend."
Lumen Research Associates, LLC is a survey research company in Rockville, MD. The research cited is based on 427 online responses received over the first 6 months of 2003 (95% ± 4.7%). These findings are drawn from Lumens Customer Service Benchmarks. This quarterly report is available to the general public at Lumens website (www.lumenresearch.com). Members of the press are permitted to request specific analyses free of charge by emailing: press@lumenresearch.com.
###
|
