Customer service failures lead to lost business

$8bn a year out the door when call centres fall short.
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01.Long hold times and lack of support sends customers running

Poor call centre service can lead to loss of business

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. 


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