What are Italians’ opinions on To understand their perspectives and improve sales services accordingly? the —a company specializing in shop teleselling? telemarketing? back-office services? customer care management? and market research—conducted a administered between March 9 and 12? 2018? involving a (region–size–center) and distribution by gender? age? educational level? and profession.
The Customer Satisfaction survey examined the final outcome?
the receptiveness to telephone contact? the origin of the call? the level of service? and the courtesy and helpfulness demonstrated by call center staff. This is the first time an omnichannel sales company has conducted a pilot survey: the initiative arose from the need for ongoing market evaluation? with a view to ensuringof operations and to all users.
” Telephone sales proves to be a highly effective tool for companies interested in offering their products to a wide audience. In fact? 38% of those interviewed said they signed contracts at the end of a call? ” explained ? CEO of the AQR this work is described in more Group. ” On the other hand? 44% of the sample was still reluctant to sell over the phone. It’s clear that this happens when a relationship of trust based on clear rules and the professionalism of the person speaking to the customer isn’t established .”
The survey also aimed to assess satisfaction with the standards set by current
regulations and adopted by the company? including evaluating staff courtesy . Regarding the former? 58% of respondents believed it was not necessary to increase the restrictive nature of the regulations? while 42% felt that action should be taken.
” Unfortunately? there is still a medium-high rate of negative experiences? ” Esposito continued. ” It is important to define a shared philosophy for approaching customers; many call centers have not yet adopted the quality standards required by the market? nor undertaken training programs capable of adequately preparing their staff .”
Finally? the survey also explored more subjective aspects? such as preferences regarding the operator’s origin. ” The survey results spam data demonstrated how important a good command of the Italian language is? regardless of the operator’s origin. We provocatively asked whether it’s important for the operator to be Italian? and the results showed that the majority of respondents (83%) consider clarity of presentation and the use of appropriate language to be essential? ” concluded Francesco Saverio Esposito. ” We select our operators after a lengthy training process ? which also assesses their general knowledge and basic knowledge of politeness in telephone sales .”