Toronto, Canada, July 23, 2015 – 3C Contact Services (www.3CContactServices.com), North America’s premier cost-effective provider of contact center solutions for small and medium-sized businesses, is weighing in on a recent study that found an increasing number of customers are unsatisfied with call center services.
According to a study conducted by behavioral analytics software company Mattersight, more and more consumers are unhappy with the service they receive when contacting call centers. Of the 1,000 people surveyed, 66% said they were already frustrated before speaking with a call center agent, while 75% said they finished the call frustrated, even when their issues were solved. (Source: “Please Hold for a Reality Check: The Real Reasons Consumers are Fed Up with Call Centers,” Mattersight web site, June 2015; http://www.mattersight.com/resource/please-hold-for-a-reality-check-real-reasons-consumers-are-fed-up-with-call-centers/.)
“Today, customers are much more tech-savvy and will typically use Google or another search engine to try to solve an issue or find out information before they call in,” says Damian Reyes, Customer Service Manager at 3C Contact Services. “Often when a customer contacts a call center, it’s because they’ve exhausted all their other options.”
The study also found that customers were looking for something more than simple troubleshooting or answering inquiries. Because they had tried to resolve the issue on their own, they’re often frustrated by the time they reach a call center agent, making that agent’s job more difficult.
“For many companies, outsourcing their call center is one step towards showing their customers that they care,” Reyes concludes. “An agent at a third-party call center is equipped to handle customers who may be feeling stressed or frustrated because they haven’t been able to handle a problem on their own and give them the level of care they deserve.”
For more information about 3C Contact Services and its customer care services, visit www.3CContactServices.com.