Poor call centre voice quality loses customers

Companies are failing customers due to poor voice quality in call centres. Seventy nine percent of consumers report they have experienced inadequate lines,...

Companies are failing customers due to poor voice quality in call centres. Seventy nine percent of consumers report they have experienced inadequate lines, according to a survey from the Customer Experience Foundation.

Around 30% who have experienced poor voice quality said it happened in more than half of their calls, while 68% of those said this has led them to hang up as a result.

Tim Moynihan, VP of marketing at Empirix, who commissioned the report, said nearly half of consumers felt that poor voice quality was a sign that companies didn't really care.

"The word most associated in the study by consumers with poor voice quality was stress, which is not something organisations want associated with their customers' experiences. When you analyse the problems with the core issue of poor voice quality, it equates to costing the industry billions of dollars," he said.

Professor Morris Pentel, chairman at Customer Experience Foundation, said: "Consumer and agent churn will increase if communication is an issue, [leading to] a loss of business opportunities such as upsells or new products and offerings."

Of the 3,925 consumers surveyed, 26% said they had to redial to complete a transaction.

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