Most of the analysis and outputs from CSAT surveys are focused on what needs to change at the contact center. Whether it is an improvement in agent performance or what kind of training or which center needs to be “brought up” to the network average, the call center agents directly come under the microscope. However a quick analysis of the extent of problems/ poor customer experience will show that nearly 50% of the problems originate outside the contact center.
First came the attraction of fat pay packets and then came along a cool lifestyle to match. Young 20-somethings began to ride the heady wave that took them alongside a new shore every now and then. Most BPOs seemed to have identified "strong anchoring" as the key to stem attrition.