Generally speaking, ‘an answer in due time’ and ‘a well-prepared agent’ were aspects appreciated by most as being important during the interaction with the client service representatives, which proves that consumers care about not only the quality of the interaction with a contact centre agent, but also the speed with which he reacts. Consequently, a quick answer can make the difference between keeping and losing a client.
For more information, please see the Romanian version of the article, here.
