RFP News

Published on Jan 25, 2010

Teleperformance, the provider of outsourced CRM and contact center services, released the results of customer care survey that shows the quality of experience with a company’s customer contact center determines consumer sentiment and brand loyalty.

According to the survey, a single negative experience with a customer call center would likely cause 68% of the respondents to take their business elsewhere. The survey was commissioned by Teleperformance and conducted by YouGov. Over 1000 U.S. adult consumers completed the survey in October.

"In a tight economy, retaining customers is critical,” comments Dominic Dato, Executive Chairman of Teleperformance USA. “Companies can’t afford not to make quality customer service a priority. These survey results underscore how important the customer experience is to customer retention."

Survey results also revealed consumers expect excellent service in return for brand loyalty:

• 87% of people felt they had a right to a better contact center experience if they regularly spend money with a company or stay loyal to a brand

• 51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience

“These findings are precisely why we created Teleperformance Platinum, our highest level of service offering,” comments Brent Welch, CEO of Teleperformance USA. “Brands with superior customer service and a go-beyond approach have a clear advantage over their competition, especially in today’s economy.” *

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