Recent estimates indicate there are nearly a half million call center agents across the US. With COVID-19 quarantines generating a spike in online ordering, the critical role played by contact centers has become even more evident. While various sources place “typical” annual contact center employee turnover at approximately 30-40%, it is likely even higher now due to the “Great Resignation”. This can create serious customer service challenges as customers indicate they are three times more likely to have increased their reliance on contact centers since the start of the pandemic. More customers are self-serving online, often finding solutions to simpler problems. That leaves more complex issues for contact center agents to address as customers have fewer options and/or more concerns about trying to discuss them in-person.

Companies can boost customer satisfaction by effectively managing the entire customer experience, from pre-contact internet searches or company website visits, to direct contact with a customer service agent, and to post-contact engagement through social media channels. Effectively managing the entire experience requires integrative thinking from contact center managers that stretches beyond the specific customer service interaction.

The CFI Group Contact Center Satisfaction Index study measures customer satisfaction after service interactions with contact centers. This year’s report provides the latest information on customer experience, key drivers of customer satisfaction, trends in pre-contact website self-service, the impact of interaction with the agent, and post-contact interaction on social media as part of customer service.

For more insight into contact center satisfaction, download the complete report.