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Industry Research : One Year Into The Pandemic, New Survey Finds People Have Less Tolerance for Slow Customer Service

#contactcenterworld, @arena_cx

A new survey examining consumer attitudes on customer service, at a time when e-commerce traffic has significantly increased due to the coronavirus pandemic, has found people to be more intolerant and skeptical of the recorded "unusually high call volume" messages. The survey, conducted by ArenaCX, the world's first outsourcing marketplace delivering responsive customer service to businesses, finds that nearly 50% of respondents are not entirely convinced the automated voice recordings are truthful.

Further results revealed that more than 50% of Millennials and Gen Zers would rather get their teeth cleaned over dealing with customer service, suggesting that, among multiple generations, digital natives have the strongest aversion to customer service interactions. When faced with poor customer service, consumer frustration generally results in lost sales as another finding showed that nearly 70% of people of all ages have abandoned a brand after a negative customer experience.

The results are findings from a nationally represented survey of close to 280 participants ranging from 18-65+ years old in the U.S. who shared their experience about customer service during the Covid-19 pandemic. Respondents were asked questions about changes to personal shopping habits, observations of longer wait times on customer service calls, and attitudes on how closely tied customer service is with buying habits. Other additional survey discoveries include:

Consumer loss of patience: In the face of more than 80% of survey respondents stating they have experienced higher than normal wait times when put on customer service hold, almost half of those respondents refuse to continue to wait for a representative upon receiving messages of "unusually high call volume." Every abandoned phone call is a lost brand opportunity to connect with customers in need.
Covid-19 has cemented online shopping behaviors: The reliance on e-commerce and on-demand services is unlikely to waver, with 64% of respondents who have been shopping more online since the start of the pandemic stating they will continue to sustain increased levels of online shopping long after the nation achieves herd immunity.
Pay for upgrade: 56% of respondents said that they would be willing to pay a premium price for a product if it meant a company could ensure outstanding customer support.

"This last finding about consumer willingness to pay added fees as a guarantee to avoid bad customer support surprised me the most," said Doc Shufelt, CEO and Co-Founder, ArenaCX. "Consumers think customer service is generally so terrible, they are willing to pay more if it ensures seamless, faster interactions. This should be a clear wake-up call to companies that the way they are delivering customer support is not working. Instead of simply relying on good management to hit high-level customer satisfaction metrics, brands must actually incorporate customer satisfaction into the heart of their operations – where performance actually affects the amount of interactions a given agent or team will handle. I'm proposing a complete overhaul of the way the customer service function is run, and clearly, there is a direct connection to increased revenue and customer retention for brands to do it."

ArenaCX is transforming the way the customer experience is delivered. It has developed a modern approach to outsourcing, where contact center interests are aligned with brands in a performance-based marketplace. With this results-focused approach, ArenaCX aims to improve the quality of customer service for the end consumer while providing a way for businesses to engage with contact centers in a more flexible and affordable manner. ArenaCX has made it possible for its customers to easily trial and test new vendors by pre-vetting, auditing and aggregating contact centers from across the globe under one pre-negotiated master services agreement.

#contactcenterworld, @arena_cx

Posted by Veronica Silva Cusi, news correspondent

About ArenaCX:
Company LogoArenaCX is democratizing the customer service industry. ArenaCX is delivering cost savings to businesses and transforming customer experience for the better by incentivizing contact centers through competition. ArenaCX was born out of telecom innovator Republic Wireless, whose award-winning operations lead its industry in both cost-to-serve and customer satisfaction measures. ArenaCX launched in 2020 in Raleigh, NC.
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Today's Tip of the Day - Where Is The Problem?

Read today's tip or listen to it on podcast.

Published: Friday, March 26, 2021

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

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