+33%
The average length of a UK customer service call has gone from 3 mins 55 seconds in 2003 to 5 mins 12 seconds in 2018, an increase of 33%.
As most organisations can testify, increased self-service means that when a customer does seek out person-to-person help their query is likely to be complex and require skilled support.
Even when you’re sure about something, it can be great to get some statistically valid confirmation. This research finding comes from ContactBabel‘s Steve Morrell
See his 5 minute video here
