Customers More Satisfied With Call Centers

* customers whose issues are resolved on the first call are 49 percent more likely to continue doing business with the company than customers whose issues are unresolved;

* 77 percent of call-center customers were satisfied with their interaction with CSRs, the same percentage as last year; and

* the retail industry’s CSRs outperformed all other industries (banking, cable and satellite TV, cell phone service, government, hotels, insurance, personal computers) with a satisfaction score of 81 percent.