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Telephony Best Channel for Complaint Handling & Customer Satisfaction Say US Contact Centers - 73% of US businesses say that customers with complaints will get a better response by calling the business than by using any alternative channel - ContactBabel.com
Telephony Best Channel for Complaint Handling & Customer Satisfaction Say US Contact Centers

 

NewswireToday - /newswire/ - Newcastle-upon-tyne, Tyne & Wear, United Kingdom, 2013/04/17 - 73% of US businesses say that customers with complaints will get a better response by calling the business than by using any alternative channel - ContactBabel.com.

   
 
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New research published by ContactBabel, the contact centre industry analysts, reveals that telephony is still seen as the channel that best handles complaints.

Despite the public nature of social media, most contact centers do not believe that this channel does in fact produce a knee-jerk reaction to complaints, with only 5% saying that a customer complaining on social media would get a better response than elsewhere. 73% of respondents state that telephony is the best channel for customers to use if they have a complaint.

"The US Contact Center Decision-Makers' Guide (6th edition - 2013)", is a major study of over 200 US contact center operations, looking at all areas of performance, investment, technology, HR and strategy. The full report, containing 328 pages and 159 graphs and tables, is available entirely free of charge from the ContactBabel website.

The report's author, Steve Morrell, commented: "We might expect respondents to answer diplomatically that all channels give a similar response, but the reality is as most customers already know the telephone channel is still most likely to give the best service. We hear of examples of customers who complain via the social media channel and get everything dealt with immediately, but it seems that most customers will be better-off going through the proven telephony channel to get their issue resolved.

“Furthermore, 43% of those respondents that track cross-channel customer satisfaction say that telephony gets higher scores than other channels, with 57% saying that there is little difference.”

 
 
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Telephony Best Channel for Complaint Handling & Customer Satisfaction Say US Contact Centers

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Publisher Contact: Steve Morrell - ContactBabel.com 
+44(0)19 1271 5269 smorrell[.]contactbabel.com
 
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