Customer Service IT Support
79% of consumers still prefer to use the phone to interact with a customer-service center.
83% have not completed an intended purchase because of a poor customer-service experience in the past year.
52% say that a good customer experience will motivate them to purchase more from a company.
34% of callers who hang up won’t call back.
79% of consumers have experienced poor voice quality on a customer help call.
More than half of companies are inconsistent in how they monitor their contact-center performance, often doing so manually or simply reacting to complaints.
18% never bother to monitor their contact-center performance.
68% don’t monitor the voice quality of their contact centers, often leading to poor customer experiences.
Test manually: 62%, “Pray that it works”: 20%, Automate testing: 18%