CPP, Inc. recently announced the release of a new case study examining the relationship between conflict handling and customer satisfaction ratings for inbound call centers. The study confirmed that effective conflict handling can increase customer satisfaction. Specifically, call center representatives who used a combination of “collaborating” and “accommodating” styles scored the highest on customer satisfaction ratings.

For the study, Randall Wade used the TKI instrument, which measures an individual’s tendencies in dealing with interpersonal conflict. The TKI categorizes five different conflict-handling styles and helps people identify the style they use most often. The instrument also helps illustrate what styles are most appropriate and constructive in various situations. The modes include: competing, collaborating, compromising, avoiding, and accommodating.