Customer Service IT Support
Dialed In
79% of consumers still prefer to use the phone to interact with a customer-service center.
Deal Killer
83% have not completed an intended purchase because of a poor customer-service experience in the past year.
Positive Reinforcement
52% say that a good customer experience will motivate them to purchase more from a company.
Over and Out
34% of callers who hang up won’t call back.
Fuzzy Connection
79% of consumers have experienced poor voice quality on a customer help call.
Blind Eye, Part I
More than half of companies are inconsistent in how they monitor their contact-center performance, often doing so manually or simply reacting to complaints.
Blind Eye, Part II
18% never bother to monitor their contact-center performance.
Audio Outage
68% don’t monitor the voice quality of their contact centers, often leading to poor customer experiences.
How Companies Follow-Through After They Add Tech to Contact Centers
Test manually: 62%, “Pray that it works”: 20%, Automate testing: 18%