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NewVoiceMedia

New Voice Media

US businesses ‘lack the contact centre capabilities to meet customer expectations’

 960 640 Stuart O'Brien
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Research from NewVoiceMedia shows that many US businesses lack the contact centre capabilities to meet customer expectations.

The study, conducted by global market research firm Opinion Matters, exposes significant gaps between customer preferences and reality, and suggests that businesses across many different sectors are missing out on opportunities to enhance their customer contact centers with technology that could help retain existing customers and acquire new business.

Nearly one-third (32 per cent) of contact center professionals surveyed indicated that their customers typically need to repeat themselves to more than one agent. Previous research from NewVoiceMedia showed that 49 per cent of customers are put off by having to repeat information to multiple call center agents, and 30 per cent would take their business elsewhere for that very reason.

Similarly, 21 per cent of respondents’ call centers are not able to match customers who switch channels with their previous contact, even though 37 per cent of customers say being passed around to multiple customer service agents would drive them away from a business.

Contact centre technology that enables intelligent call routing based on a customer’s phone number or history of interactions in the CRM system reduces these common frustrations.

Businesses have also been slow to adapt to the increasing importance of social media as a customer service channel. Only 5 per cent of respondents consider social listening a primary method for customer feedback, but 19 per cent of customers complain on social media, and 17 per cent flag it as the most effective way to resolve an issue. This represents a major disconnect between what customers expect and what they experience.

“Today’s service agents are required to manage a complicated mix of customer calls, email, instant messages, social media, video chat and more,” said Moni Manor, Chief Product Officer at NewVoiceMedia. “This research highlights the increasing complexity of providing quality customer service, and the need for businesses to invest in resources that will allow them to adapt to their customers’ ever-evolving expectations.”

NewVoiceMedia announces industry-leading global ‘call routing architecture’…

 800 450 Jack Wynn
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Cloud technology provider, NewVoiceMedia, has announced the introduction of its industry-leading global ‘call routing architecture’ which claims to provide a dramatic improvement in call quality for organisations managing contact centres across multiple locations.

The ‘ContactWorld’ solution is described by the company as a ‘multi-tenant intelligent communications platform’ that enables centre representatives to conduct more successful conversations with their customers. Core contact centre functionality, such as self-service IVR; omnichannel contact routing; screen pops; automated outbound dialling; and instantaneous CRM updates are provided with proven 99.999 per cent platform availability.

CTO at NewVoiceMedia, Ashley Unitt, said: “NewVoiceMedia delivers a telephony agnostic cloud contact centre with global infrastructure that allows customers to operate a single call plan for all of their globally distributed sales and service agents. And with 40 per cent of agents using our technology based outside their contact centre’s home country, this enhancement could impact around half of the world’s global agents.”

He continued:  “Our global network will deliver a superior customer experience through the ability to route calls more effectively across the world with better visibility of agent productivity and centralised management reporting.”

 

Find out more about ContactWorld here

Industry Spotlight: Poor customer service results in £11 billion loss for UK firms…

 800 450 Jack Wynn
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According to new research from the cloud technology provider, NewVoiceMedia, poor levels of customer service in UK businesses is resulting in a £11 billion loss per year, with the main reason given by 44 per cent of consumers for leaving a company is down to ‘feeling unappreciated’.

The company, which has developed an extensive portfolio of White Papers related to the discussion of customer service and engagement, determined other reasons for consumers leaving were in line with previous findings; as 35 per cent stated that staff were ‘unhelpful/rude staff’; 33 per cent  felt they were ‘being passed around’ to multiple people/agents; 27 per cent were unable to retrieve the answers needed; the same number were ‘fed up’ with queuing; and 25 per cent were not able to speak with an appropriate person.

Abundant emphasis on the integration of self-service options has become a consistent topic of conversation in the industry for the last few years, however, 61 per cent consider telephone communication to be the ‘quickest solution’ to resolving a query, whereas emailing is a preferred method by 49 per cent of respondents as a way of communicating with a company.

Surprisingly found to be the quickest solution, there does seem to be an overall dislike in calling companies by 48 per cent of respondents; in addition to 42 per cent noting the annoyance of not being able to speak to a ‘real person’ straight away. The cost of calling and the multiple menu options before being directed to an agent were also key issues addressed, and the average call time before a consumer decides to hang up was calculated at 11 minutes.

The CEO of NewVoiceMedia, Jonathan Gale, said: “With revenue being transferred between companies at an alarming rate, this research highlights the considerable impact that customers have on a business’s success. Customer experience is the key differentiator, and by doing it well, organisations can drive the customer acquisition, retention and efficiency that make leading companies successful.”

Furthermore, more than half of those who have experienced poor customer service would write to complain; 20 per cent would post a review online; 16 per cent would tell friends or colleagues not to use the company and the same number would vent frustration via social media platforms to publicly complain about a company’s service.

Despite a heavy focus on the negative, if consumers were provided with exceptional service, 68 per cent would ‘be more loyal’ to a particular company; 59 per cent would recommend the company to others; and 34 per cent would use the company on a frequent basis.

The £11 billion figure is also a decrease of £1.2 from research commissioned in 2013, which reported UK firms were losing £12.2 billion.

To download the ‘Feedback loops in customer service’ White Paper, click here