72% of customers expect first-call resolution 1,045 Filed under - Archived Content Jason Roos highlights the expectations driving customer satisfaction in 2014. These days, regardless of age, gender or occupation, customers expect an almost instant gratification when it comes to customer service. They have tools at their fingertips that provide constant and immediate communication. When they need to call a company, they don’t want to wait on hold and they certainly don’t want to repeat their information or their issue. Customers feel aggrieved if they get the sense that a company is wasting their precious time through inefficient processes, systems or agents. So what’s top of the list for making customers have a happy experience with their contact centre? 72% expect first-call resolution 71% expect polite and friendly agents 48% expect short queue times 29% don’t want to be transferred 23% want short IVR menu options 12% want short call times 10% want long opening hours None of these factors should be a shock to a seasoned contact centre manager; they are the basics of call handing and good customer service. However, contact centres are obviously failing to deliver on the basics, otherwise customers would not continue to be frustrated. The main reason we find that organisations fail to deliver on the customer experience is that they are restricted by the legacy contact centre platform they use. It is difficult for them to dynamically change routing rules, queue management and announcements and often near impossible to implement self-service options. By overlaying a cloud contact centre platform such as Cirrus over your existing telephony platform, you could transform your operation and the service you deliver to your customers. It puts you back in control of your environment by allowing you to define how each and every call is handled, as well as enabling you to manage and refine your operation in real time. With thanks to Jason Roos, CEO at Cirrus Author: Megan Jones Published On: 15th Jan 2014 - Last modified: 18th Sep 2019 Read more about - Archived Content 2 Comments These are very useful stats – where do they come from? Justine Thompson 16 Jan at 12:52 @ Justine, I was just thinking the same thing. I am looking for these stats exactly, however need to know where/how they were obtained. Michelle Hooey 18 Jan at 04:04 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter