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Contact Center White Papers

Kelly Services is a leading provider of global contact center staffing solutions. We partner with other industry leaders to stay abreast of contact center industry trends and customer needs.

Kelly Services has sponsored two call center research studies conducted by Purdue University/BenchmarkPortal.

The objectives of the Customer Reactions to the Call Center Experience and Offshoring study were to:

  • Determine if communication issues with the call center agent impacted customer satisfaction
  • Determine consumer's perceptions of companies that offshore their customer service telephone support

The objectives of the  Call Center Customer Usage and Loyalty study were to:

  • Explore how agent behavior impacts the call center experience and customer satisfaction
  • Determine how the call center experience impacts company image, customer loyalty and customer repurchase

(Please note that the white paper file sizes - exceeding 2 MB - may cause extended download times.)

INCREASING CONTACT CENTER EFFICIENCY BY REDUCING TURNOVER
The success and efficiency of a contact center depends significantly on its employees. All contact centers experience some degree of employee turnover, but the ability to minimize turnover will keep the center running efficiently. Hiring and retaining quality contact center agents has a positive impact on all aspects of an organization, including customer satisfaction and performance… (more)