Contact Centres Failing on First Contact Resolution


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Research commissioned by Netcall has shown that 95% of UK consumers think contact centres fall short on First Contact Resolution.

The research carried out by Censuswide also revealed that if a consumer’s query or complaint is not satisfactorily resolved, 50% will immediately use the telephone – the most expensive channel of communication – to follow up, while a further 43% will also immediately escalate the issue to someone more senior, prolonging the interaction and adding further cost.

When speaking with customer service representatives, common problems for callers were:

  • Having to repeat information (58%)
  • Being kept waiting on hold (57%)
  • 32% said agents lack sufficient knowledge to help
  • 22% said incorrect or inconsistent customer information held on different systems was a problem
  • 15% of people also pointed to agents ‘superficial’ interest in responding to and understanding them

Continuity across engagement channels was also an issue, with 44% of customers (that had used more than one method to make contact on a single topic or issue) complaining that each time the company didn’t really know who they were.

The poll also found that consumers under the age of 35 were twice as likely to engage with businesses using webchat than those aged 55 years and over. Most use it because they find it easy when they’re already on a website (33%) and they expect to get a quicker response (27%).

Richard Farrell

“These results show that, by improving and simplifying the way interactions are managed, customer-facing organisations have a huge opportunity to increase brand loyalty and reduce the overall cost of call management,” said Richard Farrell, CTO of Netcall. “Loyal customers develop relationships with organisations which must be cultivated each time they make contact. This makes it more important than ever that contact centres empower their agents with a complete history of the each customer and put strategies and technology in place to reduce the likelihood of repeat contact by delivering a comprehensive multichannel engagement experience.”

For more information about Netcall, visit their website.

Author: Megan Jones

Published On: 19th Nov 2014 - Last modified: 22nd Mar 2017
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