64% of Contact Centres Respond Negative Comments From Customers

303
Filed under - Archived Content

According to our poll, almost two thirds of contact centres now call back a customer who has left a negative comment on a post-call survey, social media or any such platform.

However, it was surprising that 14% of the contact centres surveyed only respond to 0–1% of the negative feedback given by customers.

Poll – “If somebody leaves a negative comment what percentage of customers do you call back?” – answers

Source: Call Centre Helper Webinar Poll: How to Better Understand the Voice of the Customer     Sample size – 99     Date: March 2017

Author: Robyn Coppell

Published On: 7th Apr 2017 - Last modified: 18th Feb 2020
Read more about - Archived Content

Follow Us on LinkedIn