Telephone is Best Channel for Complaints and Customer Satisfaction

New research published by ContactBabel, the contact center industry analysts, reveals that the telephone is still seen as the channel that best handles complaints. Seventy-three percent of respondents say that if you have a complaint – call the business.

Despite the public nature of social media, most contact centers do not believe that this channel does in fact produce an automatic reaction to complaints, with only 5% saying that a customer complaining on social media would get a better response than elsewhere.

“The US Contact Center Decision-Makers’ Guide (6th  edition – 2013),” is a major study of over 200 US contact center operations, looking at all areas of performance, investment, technology, HR, and strategy. Thanks to the survey’s sponsors: Avaya, Calabrio, Communitech Services, Connect First, Enghouse Interactive, Genesys, Interactive Intelligence, OpenSpan, Oracle, and SHL, the study is available entirely free of charge from www.contactbabel.com.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]