NewVoiceMedia, a leading cloud contact centre vendor has published new research, concluding that UK companies deemed to have poor customer service are losing approximately £12 billion a year. According to the survey, half of UK consumers are taking their business elsewhere as a result of inadequate service – and of those, 92 percent have switched at least once or twice in the last year. 49 percent are put off from calling a business at all, for fear of being kept on hold or in a queue. This means many customers could switch to a competitor without even attempting to resolve the problem first.
Interestingly, it’s the younger generation that are more willing to tolerate long hold times, perhaps due to a greater capacity for multi-tasking. Only 49 percent of 16 – 24 year olds are prepared to wait 5 – 10 minutes before hanging up compared to 67 percent of those aged 55+. 30 percent would wait 11 – 20 minutes whereas only 9 percent of those aged 55+ would wait 11 – 20 minutes. 22 percent of those aged 55+ hang up within 5 minutes compared to 8 percent of 16 – 24 year olds. Voice is still the channel of choice for a quick response. 66 percent of respondents prefer to get on the phone and speak to someone to get an issue resolved quickly and 23% would address an issue via email. While 89 percent of those surveyed prefer traditional forms of communication such as phone and email.
Jonathan Gale, CEO at NewVoiceMedia said “Customers have a stronger influence on a business’s success than ever before and it’s surprising how many organisations still aren’t getting it right”. “Customer experience is a key differentiator. By doing it well, organisations can drive the customer acquisition, retention and efficiency that make leading companies successful”.
Ansaback prides itself on delivering outstanding customer services solutions on behalf of its clients. As a genuine 24/7 call centre we can ensure customers calls are dealt with by our professional, friendly and dedicated agents day and night.