The “Exceeding Customer Expectations” guide offers valuable insights into the root causes of customer effort and frustration in the UK. Published by ContactBabel, it investigates the key frontline issues that significantly impact customer experience and provides advice on available solutions.
What do customers really want when contacting an organisation?
Drawing from surveys conducted with over 1,000 UK customers and hundreds of UK contact centres, the report provides actionable insights to senior contact centre and CX decision-makers.
What do customers actually get when contacting an organisation?
The general view across the customer survey is that consumers hit roadblocks often. Notably, 85% of respondents expressed dissatisfaction with the queue time, highlighting a significant concern. Worsening queue times has been troubling trend in recent years, demanding urgent attention from the industry.
At first glance, it may seem that businesses should focus on short queue time and first-contact resolution. However, the importance of factors varies massively between age groups, and businesses cannot afford to ignore any of these factors.
For example, older customers are very focused on first-contact resolution. They do not want to call back and also want their issue handled by a single employee. They are also much less patient than younger customers and value a short queue time.
However, younger people value having polite and friendly agents even higher than a short queue time or first-contact resolution. This may be because they have the least experience of (or lack confidence in) dealing with call centres.
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