We’ve all experienced it, the dreaded runaround. It goes something like this: You call into a contact center, navigate through the IVR, repeat your contact information, reach a service representative who directs you to another agent, who then puts you on hold... the cycle continues. Unfortunately, this is an all too familiar and frustrating experience for consumers who’ve become accustomed to the expediency of online and mobile self-service.
As a contact center leader, you already know that inconveniencing customers can harm your company’s reputation. But did you know that it could also cost you money? According to the “Avaya Customer Effort Impact Study,” two-thirds of survey respondents said they would stop spending money with a company as a result of a “high effort” experience—or an interaction that requires considerable time and effort to complete. What’s more, survey respondents stated that the following activities contributed most to a poor experience:
- Repeatedly contacting a company to resolve a problem
- Failure to reach an actual agent to get an answer
- Dealing with representatives who lack the proper knowledge
- Lack of follow-up