• UK consumers risk losing millions due to ‘cost of hassle’

        • From not returning faulty goods or cancelling unwanted services, to leaving account information out of date, our fatigue when considering contact with companies could be costing millions. According to customer service software specialists Inisoft, whilst one-in-three admit to avoiding contact with companies whenever possible, research reveals that 77 per cent of organisations see reducing customer effort as a top priority.

          According to the research, top irritations for customers include:

          1.       Having to repeat your complaint to multiple people (58.40%)

          2.       Being placed on hold repeatedly during the call as staff check details (40.40%)

          3.       Feeling like the person you’re speaking to is reading from a script (32.00%)

          4.       Not feeling that the person you are speaking to has the authority to fix the problem (31.70%)

          Inisoft has also identified the worst offending sectors – those with the highest ‘hassle factor’, based on independent analysis from call centre analysts, PleasePress1.com. The data is based on tens of thousands of visits to detailed maps of call centre menus hosted on the pleasepress1.com site.

          According to the analysis, the worst offenders in 2017 include local councils, electrical retailers, airports, travel operators and insurance companies.

          In a recent survey by Kura, the company that own Inisoft, and the CCA (Contact Centre Association), only 8 per cent of contact centres are actively measuring customer effort. This is everything from the length of processes such as automated phone menus and online forms through to the complexity and likelihood of a first-time result.

          On average, contact centre agents spend 15 per cent of their time looking for data across internal systems to address customer needs. The same report reveals that companies that implement a successful Omni-Channel programme have achieved a 77 per cent customer retention rate.

          Oonagh McBride, the Head of Inisoft said, “the research reinforces the vital link between customer effort and loyalty. Unfortunately, whilst improving the customer journey is a well-worn phrase, very few are implementing any measurement of effort. It’s clear that companies who can work efficiently across channels are rewarded with customer loyalty, enhanced agent productivity and lower costs. The effort required to work with your brand is a critical measure and will determine, to a large extent, your successes or failures.”

        • Stay up to date - Click here and register for FREE OEN online membership and enjoy unlimited access to a host of benefits including the exclusive members area of the website, downloadable business tools, current and back issues archive, priority breaking news alerts, weekly e news summary and the OEN app

        • Related Articles

        • 73% of UK consumers would switch retailers after bad online service

          73% of UK consumers would switch retailers after bad online service

          Friday 23rd Jun 2017 by clareb
          According to the ‘Customer Pulse Report UK, 2016’, online sales have continued to grow, shown by figures from the ‘Interactive Media in Retail Group’, who claim sales grew by 15 per cent in 2016, exceeding £130billion in...Read More...
          IoT the top priority in driving digital transformation

          IoT the top priority in driving digital transformation

          Wednesday 21st Jun 2017 by clareb
          According to global research findings, published by global mobile satellite communications provider, Inmarsat, IoT has become the leading technology for digital transformation and is the number one priority for 92 per cent of organisations. The Inma...Read More...
          New cards introduced for diverse families as spending on Father’s Day drops

          New cards introduced for diverse families as spending on Father’s Day drops

          Friday 16th Jun 2017 by
          According to the Office of National Statistics, in 2016, 2.9 million of the 18.9 million families in the UK were headed by a lone parent. The majority (86%) were headed by a female lone parent and the remaining 14% were headed by a male lone par...Read More...
                • About Us

                  OEN is the leading source of business news and information for buyers of office equipment, supplies and services within mid tier and up sized organisations. Our multi-platform approach delivers relevant, engaging and focussed content via our main printed magazine, bespoke guides and supplements, website, digital editions, apps, and newsletters with an unrivalled reach across the industry. A highly trusted and respected brand for many years, the print version of OEN last year celebrated its Diamond anniversary.

                  For our latest Media packs and more details on our range of services click here

                • View Latest Issue