USA - Performance of CSRs is key to contact center satisfaction, according to a study released by CFI Group.

The third annual study of customer satisfaction reported a second consecutive increase in the Contact Center Satisfaction Index (CCSI). The CFI Group study surveyed over 2,200 participants from banks, cable and satellite TV, cell phone service, credit unions, hotels, insurance, personal computers, retail, and government.

Changes to index since the last survey:

Banking (+11% to 79)
Cable and Satellite TV (+8% to 71)
Cell Phone Service (-1% to 71)
Credit Unions (debut at 81)
Hotel (-1% to 77)
Insurance (+5% to 79)
Personal Computer (no change 69)
Retail (-5% to 72)
Government (-8% to 64)

Customer service representatives performance improved across the board. In areas such as courteousness, knowledge, ease of understanding, interest in helping, and effectiveness in handling issues, CSRs excelled. This was despite the poor economic environment. 

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