Cross-Training Call Center Employees Has Customer Satisfaction Benefits, J.D. Power Finds
COSTA MESA, Calif.: 2 Aug. 2018 — Customers who were not put on hold or transferred to another department have higher overall satisfaction compared to those that were, according to the J.D. Power 2018 U.S. Wireless Customer Care Full-Service Performance StudySM—Volume 2 and the J.D. Power 2018 U.S. Wireless Customer Care Non-Contract Performance StudySM—Volume 2, released today.
“With cross-training, carriers have empowered customer service representatives to resolve problems across both billing and technical issues – when transfers and hold times go down, satisfaction goes up,” said Ian Greenblatt, Technology, Media & Telecom Practice Lead at J.D. Power. “Customers are then able to establish a relationship with their support, spend less time dealing with their particular issue and have a smoother, more pleasant experience. It is something to note when looking at how these wireless companies can ensure their customers remain loyal.”
For full-service carriers, T-Mobile ranks highest with a score of 839. AT&T and Verizon Wireless (804) rank second in a tie. The full-service segment average is 803.
For non-contract full-service carriers, MetroPCS ranks highest with a score of 819. Boost Mobile (817) ranks second and Cricket (812) ranks third. The segment average is 811.
For non-contract value carriers, Consumer Cellular ranks highest with a score of 882. Straight Talk (801) ranks second and TracFone (759) ranks third. The segment average is 799.
The 2018 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 and the 2018 U.S. Wireless Customer Care Non-Contract Performance Study—Volume 2 is based on responses from 14,745 customers who contacted their carrier’s customer care department within the past three months. The studies evaluate customer care experiences across 12 different customer care channels: phone customer service reps; in-store contact; online chat; email; social media post; carrier app question post; automated telephone systems; website search; social media search; user forum; video from carrier; and carrier app search.
The studies were fielded from January through June 2018.
For more information about the U.S. Wireless Customer Care Full-Service Performance Study and the U.S. Wireless Customer Care Non-Contract Performance Study, visit http://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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