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Poor call center experiences could cost companies up to 84% of returning customers

Customers reveal that long call lines and managing an interactive voice answering system are the top calling frustrations.

London, UK – November 8, 2022 –Infinity, the global call intelligence and voice analytics platform, today announces the results of its « Moments That Matter » survey, finding that 84% of customers would be less likely to return to a brand after a poor calling experience. Nearly half (46%) of consumers also agree they’ve received a crappy phone call in the last 6 months.

The research, which surveyed 2,000 UK consumers, demonstrates the impact of negative customer call experiences on consumer behavior and the problems this causes for brands in the UK. When asked why a positive customer experience is so important for brand loyalty, consumers provided a variety of answers:

  • Nearly half (46%) of UK consumers have received a bad phone call in the last 6 months
  • 77% of consumers say they would hang up after being connected to an automated chatbot
  • 60% of consumers would only wait on hold for up to 10 minutes before hanging up on a brand, with 31% only willing to wait 5 minutes

“Over the past two years, organizations across all industries have had to adapt their customer experience strategy to new ways of working and living. Every market landscape is now a fast-changing and demanding environment, and their customers have flocked to digital channels and organizations have had to race to meet their needs with new channels that support remote and digital interactions. Warren Newbert, CEO of Infinity

“As we look to 2023, the customer call experience is more important than ever, but it has never been more challenging as businesses face a perfect storm of rising call volumes, talent shortages, and rising customer expectations. As the world sinks deeper into the financial turmoil brought on by the pandemic, impending recession and cost-of-living crisis, consumers will actively seek out customer call centers for the reassurance that only the human touch can provide.Newbert continued.

To find out more about the results of Infinity’s latest ‘The Moments That Matter’ survey, visit here: https://marketing.infinity.co/moments-that-matter-survey-whitepaper

About Infinity
Since 2011, Infinity has been developing call intelligence technology to optimize marketing campaigns, accelerate sales, improve contact center operations, and deliver optimal customer experiences for customers in the automotive, travel, financial, healthcare, real estate, telecommunications, of retail and technology. With offices in London, Madrid, San Francisco, Baltimore, Manchester and Reigate, the company now offers an innovative suite of products across the conversational intelligence spectrum. Learn more about how you can use call intelligence to improve the experience, deliver to customers, and enhance your sales visit www.infinity.co