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
Author: Megan Jones
Published On: 6th Jan 2016 - Last modified: 18th Sep 2019
Read more about - Archived Content, Complaints, First Contact Resolution (FCR), Polls
