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U.S Contact Centers Handled 6.6 Billion Complaints in 2009 Finds ContactBabel - Research published by ContactBabel, the contact center industry analysts, has found that US contact centers handled 6.6 billion complaints in 2009. However, the vast majority of complaints received were caused by problems outside the contact center
U.S Contact Centers Handled 6.6 Billion Complaints in 2009 Finds ContactBabel

 

NewswireToday - /newswire/ - Sedgefield, Co Durham, United Kingdom, 2010/03/03 - Research published by ContactBabel, the contact center industry analysts, has found that US contact centers handled 6.6 billion complaints in 2009. However, the vast majority of complaints received were caused by problems outside the contact center.

   
 
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New research published by ContactBabel, the contact center industry analysts, has found that US contact centers handled 6.6 billion complaints in 2009.

"The US Contact Center Decision-Makers' Guide" is a major study of over 200 US contact center operations, sponsored by CosmoCom, inContact and Syntellect. Research for the report has found that the technology, media and telecoms sector receives the greatest proportion of complaints, with 27% of all calls received by this sector being from disgruntled customers.

However, the research has found the vast majority of complaints received by a contact centre are not about the contact centre itself (or its staff), but rather ‘failure demand’, caused by a breakdown of processes elsewhere in the organization, as the following table shows.

Table: Complaints and their target, by vertical market

TMT (technology, media and telecoms)- 27% of calls are complaints: 87% are about the wider business:

• Manufacturing - 25% of calls are complaints: 96% are about the wider business
• Retail & Distribution - 20% of calls are complaints: 99%are about the wider business
• Transport & Travel - 16% of calls are complaints: 98%are about the wider business
• Services - 15% of calls are complaints: 97% are about the wider business
• Outsourcing - 9% of calls are complaints: 85% are about the wider business
• Finance - 8% of calls are complaints: 86% are about the wider business
• Insurance - 3% of calls are complaints: 80% are about the wider business
• Healthcare - 2% of calls are complaints: 80% are about the wider business
• Public Service - 1% of calls are complaints: 70% are about the wider business.

Average- 14% of calls are complaints: 89% about the wider business

The report's author, Steve Morrell, commented: "Although the vast majority of complaints received by a contact center are not about its staff, it is the contact center that has to deal with the dirty work. Further failures within the complaints process can see customers calling into the contact center again and again, becoming more irate each time.

"There is a real risk, especially within large contact centers, that a single agent does not have the capability or responsibility to deal with the customer’s issue, which may reach across various internal departments - like finance, billing, provisioning and technical support - none of which can or will take responsibility for sorting out the whole problem.

"For example, the retail & distribution sector receives a high proportion of complaints (20% of all calls), but 99% of these are actually about the results of failed processes elsewhere in the enterprise, such as a wrong delivery or faulty goods."

About ContactBabel and "The US Contact Center Decision-Maker's Guide - 2009-2010"

The "US Contact Center Decision-Makers' Guide (2009/2010 - 3rd edition)" replaces the "US Contact Center Operational Review" as the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.

Taking a random sample of the industry, a detailed structured questionnaire was asked to 212 contact center managers and directors between April and August 2009. Analysis of the results was carried out August to November 2009. The result is the 3rd edition of the largest and most comprehensive study of all aspects of the US contact center industry.

 
 
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Written by / Agency / Source: ContactBabel

 
 

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U.S Contact Centers Handled 6.6 Billion Complaints in 2009 Finds ContactBabel

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Publisher Contact: Steve Morrell - ContactBabel.com 
+44(0)17 4062 9835 smorrell[.]contactbabel.com
 
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IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any ContactBabel securities in any jurisdiction including any other companies listed or named in this release.

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