7%
When rational call routing becomes a negative customer experience.
One of many fascinating findings in Ultracomm’s “It’s Still Good to Talk” research is this: 34% of callers to UK contact centres face more than one set of options to navigate – which must directly contribute to the 7% of callers who gave up on their call.
Technologies like IVRs which allow contact centres to better understand the nature of the calls they are receiving and/or route them to the right agents can be very useful, but anything that stands between a consumer and the person they want to talk to should be treated with great caution. “Press or say 1 for this and 2 for that…” can cause customers’ hearts to sink and the 7% who subsequently give up trying to speak to your people are unlikely to stick with you much longer
