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Nearly half of customer service calls fail due to contact center background noise

  • Nearly half of all consumers hang up immediately when they hear contact center noise
  • 87% of customers had to repeat themselves during a customer service call because the agent couldn’t hear them
  • Additionally, 86% of agents had to repeat themselves because the customer couldn’t hear them

London, UK; September 26, 2022: Nearly half of customer service calls are abandoned due to contact center background noise, with 42% hanging up immediately when they detect noise.

This is according to the team behind it IRIS Clarity, the AI-powered voice isolation app, which surveyed 1,000 consumers in the UK and US about their contact center interactions. The findings are compounded by the fact that while all respondents indicated they use voice channels in some way for their customer support inquiries, more than half (54%) said they only use them for critical issues, making voice a premium. which is blatantly failing to deliver.

Research identified repetition as a key frustration for consumers, with ‘how to spell my name’ (45%), address and postcode (43%) and bank information (36%) as the most frustrating pieces of information to repeat on the telephone.

Noise around the agent isn’t the only problem – the location of the caller also has an impact on the success of the call. The majority (59%) of consumers dropped a call because they felt they were in an awkward position due to background noise. The most uncomfortable places respondents have made an important call include public transportation (39%), the street (36%), when socializing (34%) and at work (31%).

« In an ideal world, consumers would call a call center agent and there would be no background noise anywhere, » said Jacobi Anstruther, founder and CEO of IRIS Audio Technologies. “But that’s simply not the case. We know the power of the voice, and our survey results clearly show that ignoring its potential has significant consequences for the customer and contact center experience. Having half of contact center calls dropped immediately due to noise should raise alarm bells with contact centers everywhere, if only because it’s a huge operating expense. With its real-time and two-way capabilities, voice isolation software like IRIS Clarity can ensure that both customers and agents can hear each other clearly, in order to get the results each needs.

These findings come fresh on the heels of the new IRIS Clarity white paper, The role of audio in an increasingly digital worldwhich examines the impact of poor audio in call centers around the world, as well as in businesses, healthcare and education.


About IRIS Clarity
IRIS Clarity is an AI-powered software solution that removes distracting background noise from customer and VoIP calls. Real-time and two-way, IRIS Clarity allows participants on both sides of a call to instantly enjoy clearer sound, no matter where they are. IRIS Clarity improves focus, engagement and well-being, bringing control to otherwise uncontrollable environments.

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Lia Jones
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