Surveying an approximate 3,200 ‘customer centric profiles’ in seven countries, a White Paper conducted by headset manufacturer, Jabra, has revealed that 73 per cent of decision-makers in call centric environments are experiencing an increase in the intricacy of customer queries.

The research, which monitored areas including; the value of call-centric workers; complexities surrounding digital transformation and customer service trends; and the factors in the productivity levels of staff members, also found that 55 per cent of consumers are likely to change their minds on purchasing a product due to poor customer service; despite 80 per cent of company bosses claiming that their levels of customer service are ‘superior’.

Read the full White Paper here