To believe the recent research of inbound call centers, there exist three basic areas of customer frustration: Interactive Voice Response systems (IVRs), hold times and call transfers.
Thus, many UK contact centers don’t offer any other option but IVR, and that is why 80% of UK customers react negatively on this system. The solution is to make Interactive Voice Response an opt-in service, introducing other voice applications.
66% of customers reported they feel frustrated when they have to wait. To eliminate disastrous hold times from the everyday call center practice, managers should hire more agents or provide a virtual hold (a call-back service).
91% of people would like to be transferred to talk to a qualified specialist, but 62% of them cringe at the necessity of repeating information. That can be easily avoided if each caller goes through an automated ID and verification process.
By managing all these interactions, call center services providers will be able to build long-term relations with their customers.