May 2014 Integrated Solutions For Retailers
By Sally Jones, contributing editor
A lack of hard data in measuring customer satisfaction for clients pushed a large business outsourcer to adopt a new model for improving its focus on KPIs that predict financial performance.
Branding is a key concern for most retailers, especially when outsourcing important operations like contact centers. When a customer has a problem with a purchase, a complaint about the buying process, or trouble using a Web store, they want a quick resolution from the retailer. But when those processes are handled by a third party, it’s easy for customer dissatisfaction to rise, leading to lost sales and the potential for brand erosion.