01.Long hold times and lack of support sends customers running
It seems that customers aren’t the only ones losing out when they’re left on hold or given the run-around by a customer contact centre.
A new survey conducted by the multinational cloud-based customer contact vendor NewVoiceMedia suggests Australian companies who leave customers hanging are forgoing a combined $8 billion a year.
The findings are based on a survey of 2004 adults in Australia, 58% of whom indicated they had taken their business elsewhere because of bad customer service. Most (92%) had done so at least once or twice in the past year.
More than half the survey respondents (55%) said they would switch to a competitor without attempting to resolve the problem if they knew they were in for long hold times.
Once customers did get through, top call centre frustrations include:
- Lack of appreciation for their business (46%)
- Unhelpful or rude contact centre staff (38%)
- Being passed around to multiple agents (32%)
The research also confirmed that many consumers aren’t keeping their frustrations to themselves. Among 16-34 year-olds, 53% said they would post a negative review or complaint via social media, a figure that dropped to 16% for all respondents.
Despite the likelihood of being left on hold, 59% said they preferred to contact a business by phone, while 32% said they would opt for email.
NewVoiceMedia’s estimate that $8 billion is lost by businesses in Australia each year is based on the average annual spend of $807 by survey respondents before leaving a business.