A report on the customer service sector

According to a representative survey conducted by Cofidis on the customer service sector, today approximately 160,000 people work in the segment in Hungary. The level of fluctuation is high and the tasks workers have to perform are increasingly complex. Customers aren’t ready for digital assistants yet – they are looking for the parson behind the technology.

More than one third of those who do customer service work only register the complaints of customers. Almost every second customer service workers uses more communication channels. Personal customer service is the most frequently used form (54 percent), followed by affairs management via telephone (37 percent); online tools and e-mail are at only 8 percent in usage frequency. //