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Industry Research : Vonage Research Reveals IVR Horror Costs Businesses £130 Per Customer Each Year

#contactcenterworld, @vonage

Vonage (NYSE:VG), a global business cloud communications provider, published new research which reveals that more than half (51%) of consumers have abandoned a business altogether because they’ve reached an automated menu of options, known as Interactive Voice Response (IVR) – losing that company £130 per customer every year.

The 2019 Vonage IVR survey, which was based on independent research among 2,009 survey respondents from the United Kingdom1, found that of those customers who ditched a business as a result of reaching an IVR menu, 74 percent of the money they would have spent, was then spent with a competitor.

Significantly, when the figure for those abandoning businesses is broken down by age group, more than a third of millennials (aged 25-34) have done so more than once in the past year, compared with only a quarter of over 45s. Meanwhile only a fifth of those over 55 have abandoned a business more than once, suggesting that younger generations are less patient of poorly designed systems that create delays than their older counterparts.

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Per the survey, fifty-four percent of consumers feel that IVR technology makes for a poor customer experience, while just 15 percent believe it makes for a positive one. And, on average, consumers abandoned 22 percent of calls they made to businesses in the last year because they reached an IVR, with 81 percent terminating at least one call.

The 2019 IVR survey findings are consistent with Vonage’s 2018 Serial Switchers’ study, which revealed that nearly half of UK consumers ditched a business over the previous year following poor customer service.

Many businesses use an IVR to connect with callers, yet 54 percent of respondents described having negative feelings such as frustration (37 percent) and stress (10 percent), when presented with one. Fourteen percent reported ‘no particular emotion’, with only a small percentage feeling hopeful and positive (8 and 6 percent respectfully).

According to the survey, top things customers disliked include: being forced to listen to irrelevant options (45 percent), the reason for calling might not be listed (43 percent), the menus are usually too long (37 percent), it wastes time, and the IVR keeps callers from reaching a live person (35 percent respectively).

Having navigated an IVR and reached a customer service agent, consumers reported feeling less happy (19 percent), less pleased (18 percent) and less positive (18 percent) than when they first initiated the call.

"Technology is important, of course – but to connect people, not to keep them apart", comments Ken McMahon, Senior Vice President, Customer Success at Vonage. "Customer experience is the one area companies can differentiate and compete in an increasingly commoditised world, and with solutions like Dynamic Routing, which enables customers to reach the most appropriate agent for their call, every time, there’s a path to great CX that’s waiting for smart companies to take".

#contactcenterworld, @vonage

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com/news/home/20190926005037/en/Vonage-Research-Reveals-IVR-Horror-Costs-Businesses


About Vonage:
Company LogoVonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate. Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.
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Today's Tip of the Day - Look After Your Agents

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

Published: Monday, October 7, 2019

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2020 Buyers Guide Recruitment Products/Services

 
1.) 
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.
PH: 612-817-4090

2.) 
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!
PH: 1-416-992-5158

3.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 
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