Telephony still the best channel for complaints

New results published by ContactBabel, reveal that 73% say if you have a complaint – call the business.

Despite the public nature of social media, most contact centres do not believe that this channel does in fact produce a knee-jerk reaction to complaints, with only 5% saying that a customer complaining on social media would get a better response than elsewhere.

The report’s author, Steve Morrell, commented: “We might expect respondents to answer diplomatically that all channels give a similar response, but the reality is – as most customers already know – the telephone channel is still most likely to give the best service.”

“Furthermore, 43% of those respondents that track cross-channel customer satisfaction say that telephony gets higher scores than other channels, with 57% saying that there is little difference.”

“The US Contact Center Decision-Makers’ Guide (6th  edition – 2013)”, is a major study of over 200 US contact center operations, looking at all areas of performance, investment, technology, HR and strategy. It is available entirely free of charge from www.contactbabel.com.