Reported 8 months ago
The 'Taiwan Service Industry Evaluation' organized by the Business Weekly will take place in early July. Despite a return to normal human interaction after the pandemic, a decline in the quality of remote customer service via phone has been observed, with a decrease in warmth compared to the pandemic period. Companies are advised to focus on enhancing telephone remote services. The evaluation indicates that many industries' overall performance in remote phone services is not as good as before, with customer service representatives showing a tendency to want to end calls quickly, possibly due to KPIs linked to call numbers or insufficient training. To address this issue, improving training for phone customer service personnel and providing them with a sense of accomplishment through better compensation and benefits are seen as crucial.
Source: YAHOO