Asides

1 Bad call centre experience = 68% defection rate

A survey commissioned by Teleperformance has revealed that a single negative experience with a customer call centre is likely to cause 68% of the respondents to take their business elsewhere.

The survey conducted by YouGov, looked at over 1,000 US adult consumers, with the results also revealing that consumers expect excellent service in return for brand loyalty. Some 87% of people felt that they had a right to a better contact centre experience if they regularly spend money with a company or stay loyal to a brand, and 51% said the main reason for their dissatisfaction with a company is poor customer service or a bad contact centre experience. In a UK survey that was also commissioned, British consumers responded similarly.

source: Wisemarketer

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