As a result of research surveying 2,010 UK-based adults and commissioned by the provider of global Enterprise Communications as a Service (ECaaS), 8×8, the organisation has found that just one in five customer calls are directed to businesses the first time.
Furthermore, even when customers do manage to get through on the first try, 12 per cent has claimed to have started searching online for competitors during the call; rising to 26 per cent of young people aged 25-34.
Managing director of 8×8, Kevin Scott-Cowell, said: “A business only has one chance to make a great first impression and getting off on the wrong foot can destroy the customer relationship for good. That starts by making sure new customer calls are answered first time. With the right technology in place, it can be easy for businesses to make sure calls are routed to a manned phone and appropriately-skilled agent so new customers are never left to competitors.”
Research also concluded with 35 per cent of new customers could not get through to a business on the first try in regards to finding out new information on a product, transacting a purchase or opening an account and an overwhelming 91 per cent have claimed to of had a bad customer service experience over the phone.
Read more on the research here