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Industry Research : UK Companies Face Boycotts for Slow Customer Service

#contactcenterworld, @8x8

Research reveals over half (56%) of Brits would stop shopping with a brand if they experienced slow customer service. That is according to 8x8, a cloud provider of voice, video, chat and contact centre solutions, who recently commissioned a survey of 2,000 adults in the UK.

This is a widespread issue - nearly two-thirds (64%) of people have been frustrated at the length of time it has taken a customer service team at a company to solve a problem.

The time it takes to reach someone is the most common reason customers lose patience with a customer service team (36%) followed by having to wait to get their query resolved (30%). Easy access to contact information is also a key factor, as a quarter (25%) have lost patience by having to wade through too many screening questions in order to access contact information.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

When asked about the types of businesses they are most likely to lose patience with, customers named utilities and telecom firms in the top spot (33%), followed by retail (24%), and local Government (21%). This suggests that organisations in these sectors are at the greatest risk of losing customers to slow service.

To help them get an answer quickly and easily, 78% of consumers expect companies to provide access to their customer service team via multiple channels, such as phone, email, webchat, and social media. Despite this, it is still common for companies to only offer a single communications channel for customers to contact them on. One in five customers (19%) have dealt with a company that only offered a phone number, and 11% encountered webchat-only.

Mary Ellen Genovese, Managing Director of European Operations, 8x8, said: "It’s clear that customers have little patience for slow service and, when frustrated, won’t hesitate to take their business elsewhere.

"This isn’t just over established channels such as phone and email, but across webchat and social media too. By using the latest technology to bring all communications channels into one platform, companies can ensure customer queries are resolved quickly, and in one interaction - whether that’s using analytics to pinpoint bottlenecks, or allowing agents to collaborate instantly with the right experts internally to get answers for customers."

The research also reveals that customers expect traditional channels to deliver a faster response rate than online options. When asked which customer service platforms they lose patience with the most, 37% said phone, compared to just 12% for email and 10% for live chat.

Methodology
Unless stated otherwise, all research conducted by Censuswide on behalf of 8x8 surveying a nationally representative sample of 2,000 UK adults. Research carried out between 18.04.2019 and 23.04.2019.

#contactcenterworld, @8x8

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About 8x8 Inc.:
Company Logo8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any location on a wide variety of business telephony, web and mobile platforms. 8x8 also offers managed hosting and cloud-based computing services.
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Today's Tip of the Day - Play Your Agents Their Calls

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

Published: Monday, June 17, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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