Forum for Science, Industry and Business

How to make customers happy

Are you having trouble with the dishwasher? Or with a computer, that doesn’t work as it should do? Or with an incomprehensible instruction manual for the new book shelf? No problem – there is a service hotline for cases like these after all.

But if you call them, in most cases you won’t be able to talk to someone close by, but you will be transferred to a call center abroad instead. To cut costs many companies have not only moved their production units, but also their customer services departments to cheaper offshore locations.

The researchers interviewed more than 800 customers of German speaking call centers with locations in Germany, Poland and Turkey for their study. They examined how the location of the call center, the perceived accent of the call center agents and their customer orientation were reflected in the customers’ assessment of the call center’s performance. Assessment criteria were, amongst others, the customer satisfaction relating to the agent’s service, the trust put into them and if the customers were at the end willing to recommend the service hotline in question. While customers clearly perceived the different accent in the case of foreign call centers, this was scarcely of any importance to them in the evaluation of the service provided by the agents. Knowledge of the location – in the home country or abroad – was no reason to complain about the consulting service for most customers. The results of the new study show that the only decisive criterion for a positive evaluation was the customer orientation of the call center agents. Therefore, the economists recommend companies to put a stronger focus on this aspect when they are recruiting call center staff – no matter if in Germany or abroad.

Dr. Ute Schönfelder | idw
Further information:
http://www.uni-jena.de/

Im Focus: Goodbye, silicon? On the way to new electronic materials with metal-organic networks

Scientists at the Max Planck Institute for Polymer Research (MPI-P) in Mainz (Germany) together with scientists from Dresden, Leipzig, Sofia (Bulgaria) and Madrid (Spain) have now developed and characterized a novel, metal-organic material which displays electrical properties mimicking those of highly crystalline silicon. The material which can easily be fabricated at room temperature could serve as a replacement for expensive conventional inorganic materials used in optoelectronics.

Silicon, a so called semiconductor, is currently widely employed for the development of components such as solar cells, LEDs or computer chips. High purity...

Im Focus: Storage & Transport of highly volatile Gases made safer & cheaper by the use of “Kinetic Trapping"

Augsburg chemists present a new technology for compressing, storing and transporting highly volatile gases in porous frameworks/New prospects for gas-powered vehicles

Storage of highly volatile gases has always been a major technological challenge, not least for use in the automotive sector, for, for example, methane or...

Im Focus: Disrupting crystalline order to restore superfluidity

When we put water in a freezer, water molecules crystallize and form ice. This change from one phase of matter to another is called a phase transition. While this transition, and countless others that occur in nature, typically takes place at the same fixed conditions, such as the freezing point, one can ask how it can be influenced in a controlled way.

We are all familiar with such control of the freezing transition, as it is an essential ingredient in the art of making a sorbet or a slushy. To make a cold...

Im Focus: Micro energy harvesters for the Internet of Things

Fraunhofer IWS Dresden scientists print electronic layers with polymer ink

Thin organic layers provide machines and equipment with new functions. They enable, for example, tiny energy recuperators. In future, these will be installed...

Im Focus: Dynamik einzelner Proteine

Neue Messmethode erlaubt es Forschenden, die Bewegung von Molekülen lange und genau zu verfolgen

Das Zusammenspiel aus Struktur und Dynamik bestimmt die Funktion von Proteinen, den molekularen Werkzeugen der Zelle. Durch Fortschritte in der...