Customer experience and profitability: An application of the empathy rating index (ERIC) in UK call centres

Abstract

This article explores the relationship between customer experiences with call centres and company profitability. Empirical research using data from the ERIC Programme of Harding Yorke and financial data from the AMADEUS database identifies that there is a strong relationship between certain dimensions of the customer experience and profitability. The article concludes that companies need to investigate this possible relationship for their call centres, to determine whether their management of call centres is focusing on the right attributes. © 2009 Palgrave Macmillan.