According to our poll, 20% of contact centres now have a team designated to immediately speak with unhappy customers, who voiced their dissatisfaction through surveys, social media etc.
Poll – “In what time frame do you normally respond to customer complaints?” – answers
- We have a dedicated team which immediately speaks with any unhappy customers – 20%
- We usually respond within 4 hours – 17%
- We usually respond within 24 hours – 44%
- We usually respond within 1 week – 15%
- We usually respond within 1 month- 3%
- We don’t respond to customer complaints – 1%
Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016
Author: Megan Jones
Published On: 16th Sep 2016 - Last modified: 18th Jan 2022
Read more about - Contact Centre Research, Angry Customers, Complaints, Polls
