Survey Says: 79 Percent of Consumers Have Experienced Poor Voice Quality with Call Centers

According to a recent survey undertaken by the Customer Experience Foundation on behalf of Empirix Inc., 79 percent of consumers have experienced poor voice quality. The study asked 3,925 consumers about their experiences in dealing with contact centers and identified technology related trends and common problems that are affecting customer service and costing organizations around the world billions of dollars.

The high percentage of global consumers that highlighted poor voice quality as a common problem points to a real issue in the industry.

The study also revealed that poor voice quality drives down sales volumes, increases call lengths and the number of calls that are forced to be redialed. And as a result, churn rates can increase for both customers and staff. The magnitude of the problem is indicative of how much businesses are struggling to come to terms with this issue, while consumers are quickly losing patience."

Survey Says: 79 Percent of Consumers Have Experienced Poor Voice Quality with Call Centers Costing Organizations Billions Globally

http://beconfident.empirix.com/mk/get/ENT-WS-WP-cefpoorvq-092010