Just 27% of Contact Centres Resolve Customer Complaints on First Contact


According to our poll, little more than a quarter of customer complaints are handled on the first contact.

Moreover, 14% of the time it takes four or five contact to finally find a resolution.

Poll – “When things go wrong, how many times do people need to contact you before a problem gets resolved?” – answers

Once – 27%
Twice – 41%
Three times – 18%
Four or Five times – 14%

Source: Call Centre Helper Webinar Poll – Webinar: The Best Ways to Improve Customer Satisfaction     Sample size – 186     Date: September 2015

Published On: 6th Jan 2016 - Last modified: 18th Sep 2019
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