When you consider the value consumers place on customer service, it’s easy to see why call quality monitoring is an integral part of call centre workflow. You might even say it is the lifeblood of a call centre operation.
According to a report conducted by customer support platform developers, over 90% of consumers say they will stop buying from a company after three (or fewer) poor customer service experiences. This highlights precisely where your customers place customer service when it comes to brand loyalty — three strikes, and you’re out.
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