Customer satisfaction and call centers: An Australian study

Abstract

Call centers are growing at unprecedented rates, yet relatively little is known about customer satisfaction with this method of service delivery. Therefore, a review of the advantages and disadvantages of call centers is provided before reporting on a study carried out with users of a very large human services call center network. The results indicate that customers have slightly higher satisfaction levels with in-person services than with call center services. Although it was predicted that older customers might be more dissatisfied with call centers than younger customers, this was not borne out by the data. Attributes of a best-in-the-world call center operation are provided to guide those who design and manage call center services.