CUSTOMER SERVICE ☛ WEB VERSION:
https://bit.ly/2AFMWfz
Who’s calling? Poor call centre experience pushes half of customers away
Poor call centre experience or an
unhelpful attitude pushes over half of customers away causing customers to become frustrated and leave according to Whistl.
T
he leading delivery management company in the UK has
undertaken research with a representative sample of 1000 UK consumers to understand their use of and attitudes to call centres.
46 per cent of respondents stopped using a company due to a poor call centre experience with men (49 per cent) more likely to stop using the company than women (45 per cent). If the product or service is used by the 45-55 demographic, the impact is far greater with 54 per cent no longer using the service compared to only 25 per cent of 18-24 year olds.
The companies that have lost the most customers due to a poor call centre experience are within the TV, Internet & Telecoms sector. 48 per cent of customers of companies in this sector have stopped using a brand or service due to a bad call centre experience.
The most called sectors by UK consumers are TV, Internet and Telecoms 42 per cent, Utilities 29 per cent, Financial 24 per cent, Retail 17 per cent and Insurance 15 per cent, with men preferring to call Financial companies over women who prefer to call Retail and Healthcare organisations.
Call centre phone call popularity is ref lected in different stages of life, with Utility companies called more by the over 25s; Insurance calls increase with age compared to Retail calls which drop as we get older, along with entertainment. Healthcare calls peak under 35 and again at over 65.
When asked about who provides the best call centre
service, TV, Internet and Telecoms, Financial and Retail
36 Direct Commerce |
homeofdirectcommerce.com
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