(CFI Group: Ann Arbor, Michigan) -- The first Call Center Satisfaction Index from CFI Group indicates that the two issues having the biggest effect on customer satisfaction with a contact center were first-call resolution and offshoring. Issue resolution is the key driver of customers’ satisfaction, loyalty, and likelihood to recommend. Across all industries measured, almost a fifth of all callers hung up with their issue unresolved. Of those customers who didn’t have their issue resolved, 68 percent are at risk of defection (43 percent said they would definitely defect, and 25 percent aren’t sure).

The study finds that customers who think that the contact center is located outside the United States rate their satisfaction with the call center experience 26 points lower on the index’s 100-point scale and are almost twice as likely to defect, compared to those who assume that the call center is in the United States.

 …