Inadequate Voice Quality In Call Centres Gives Bad Impressio

According to a survey from the Customer Experience Foundation, companies are disappointing customers due to poor voice quality in call centres. 79 per cent of consumers report they have experienced incompetent lines.

Around 30 per cent who have come across poor voice quality said it occurred in more than half of their calls, while 68 per cent of those said this has led them to disconnect from the call as a result.

Tim Moynihan, VP of marketing at Empirix, who commissioned the report, said nearly half of consumers felt that poor voice quality gave the impression that companies didn't really care.

He added, "the word most associated in the study by consumers with poor voice quality was stress, which is not something organisations want associated with their customers' experiences. When you analyse the problems with the core issue of poor voice quality, it equates to costing the industry billions of dollar."

Professor Morris Pentel, chairman at Customer Experience Foundation, said: "Consumer and agent churn will increase if communication is an issue, which leads to a loss of business opportunities such as up sells or new products and offerings."

Of the 3,925 consumers who were surveyed, 26 per cent said they had to redial to complete a transaction.

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