Contact Center Solutions Featured Article

New Research by Mitel Shows Poor Customer Service Will Drive Consumers Away

October 08, 2013

Newly released research from Mitel (News - Alert) shows that poor customer service will more often than not cause consumers to find another supplier. According to the report, 74 percent of UK adults would change their supplier if they experienced poor customer care. The report also stated that 46 percent of those consumers had already switched suppliers for that exact reason.

The survey was done in September of 2013 and included 2,000 UK adults. The results clearly show that the “personal touch” is vital to providing consumers with a positive and enjoyable experience with fast and friendly service.

The research showed that the most important factor (54 percent) in making a consumer happy was for them to interact with a real person not a automated system. That was followed by a timely response (49 percent) and by having an issue resolved immediately (44 percent).

In today's modern world email is the most popular form of contact used by 72 percent of those surveyed. Live chat and social media are used by only 10 percent of UK adults.

According to the research, telephone still plays a critical role in the customer service communications mix. Voice is currently used by 49 percent of consumers. It is the number one channel for consumers who want to voice their issues with a product or services. The top complaints about the voice channel include getting cut off mid-call, automated systems and being put on hold for long periods of time.

"We live in a world where consumers are in charge and switching your supplier is routine and easily achievable,” said Todd Simons, director of solutions marketing at Mitel. “Companies need to work hard to both retain customers and attract new ones. These insights into customer behavior and preferences give companies a chance to examine their own services and make necessary changes. Customer service teams need solutions that will empower them to deliver high levels of service across every channel, and our research shows that getting this right over the telephone can have an impact on a company's bottom line."




Edited by Blaise McNamee

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!