Clipping of news on Brazilian Culture, Law and Citizenship
13/07/2012
This article was translated by an automatic translation system, and was therefore not reviewed by people.
SAO PAULO - Getting to speak with the Sac Service (Customer Service) is more difficult this year, according to data from research conducted by GFK Brazil.
The study of 200 companies in Brazil, finalists of the Modern Consumer Award of Excellence in Customer Service who work in 50 sectors.
This year there was an increase in the number of links needed to wait for their turn. The survey showed that 48% of the connections customers have to wait for human service. In 2010, the first year of the survey, only 27% expected to be attended by an operator after passing through the electronic service.
Attempts
The average number of attempts also increased by 2012. This year was 1.45 attempts need to be able to speak with an attendant, while in 2011 the number was 1.12 and in 2010 of 1.19.
"In 2010, between the calls made to the central relationship of the companies that competed for the prize, 90% were in accordance with best practice in relation to operational aspects. In 2011, the percentage dropped to 79% and in 2012 to 76% compliance, "explains the director of the area of GfK Mystery Customer Brazil, Patricia Rostock.
On the other hand, the average waiting time to speak with a human service improved. He left two minutes and 24 seconds in 2010 to 1 minute and 33 seconds in 2011, and 1 minute and 19 seconds in 2012.
Source: InfoMoney
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This article was translated by an automatic translation system, and was therefore not reviewed by people.