More than half of customers would rather call a contact centre than any other channel, according to a new report.
Among the main reasons for calling a company include wanting an immediate response to a query (58%), venting their frustration (47%), wanting to talk to someone about issues in detail (47%) or talking through complicated issues (43%).
The Value of the Voice in the Contact Centre report from call centre headset specialist Jabra questioned more than 2,000 Brits and found that customers value agents who know what they are talking about and can deal with their query quickly.
Respondents cited waiting in a queue as their biggest bugbear with call centres and nearly a quarter said they hated being passed between agents.
Other frustrations included not being able to speak to an agent immediately due to call routing (12%), not being able to speak to an agent at all (12%) and being put on hold (11%).
When questioned about what annoys them most when on a call with a contact centre, the majority of respondents stated not being able to understand what the agent is saying (51%), followed by being put on hold (19%) and time delays on the phone (10%).
Andrew Doyle, Jabra Sales Director at GN Netcom, said: “The research also highlights how a Unified Communications (UC) approach could aid contact centres by dispelling the key frustrations facing customers who use the telephone.
“For example, being passed between agents is an annoyance for one out of four people who call a customer service team and a UC environment can assist agents by flagging the availability of colleagues and providing instant access to relevant information and systems.”
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