| No one likes calling customer service — but why? And what can be done to fix a bad call center experience?
Mattersight, a behavioral analytics company, surveyed over 1,000 ordinary consumers to find out more. Their recent report Please Hold for a Reality Check reveals startling statistics around the call center experience — plus insight into how almost every caller’s interaction can be dramatically improved.
Among other red flags, this survey found that:
- 66% of consumers are frustrated before they even start talking with a customer service rep.
- 56% of consumers say they want reps to understand their problem is important.
- 70% of consumers say one bad customer experience could stop them from purchasing from that brand again.
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