Contact Centre Research

20% of Contact Centres have a team to Respond Immediately to Complaints

Published On: 16th Sep 2016 08:00 - Modified: 19th Jan 2026

According to our poll, 20% of contact centres now have a team designated to immediately speak with unhappy customers, who voiced their dissatisfaction through surveys, social media etc.

Poll – “In what time frame do you normally respond to customer complaints?” – answers

We have a dedicated team which immediately speaks with any unhappy customers – 20%
We usually respond within 4 hours – 17%
We usually respond within 24 hours – 44%
We usually respond within 1 week – 15%
We usually respond within 1 month- 3%
We don’t respond to customer complaints – 1%

Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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20% of Contact Centres have a team to Respond Immediately to Complaints

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