• Eckoh research highlights customer call centre frustrations

        • Despite being around for over half a century, telephone IVR systems are still a major source of frustration for many customers around the world every day. Overly complex telephone menus and automated telephone systems are turning call centres into ‘stall-centres’ for many people, frustrated by constantly being put on hold and feeling bewildered by an endless array of options, according to new research by Eckoh, a global provider of customer service solutions. 

          The average customer trying to contact a utilities or service provider will have to work their way through four layers of menu options before being able to speak to a telephone operator. In the most extreme case, customers calling one retailer’s technical support line were forced to potentially navigate 107 menu options before getting through to a human being.  The average consumer spent 17 minutes navigating the menu and queuing for help in their most recent call. 

          Tony Porter, Global Head of Communications at Eckoh said, “customers have had enough of sitting through endless menu options to be able to speak to an agent. Companies have to realise that they can’t continue to waste their customers’ time any more. For too long, businesses have been interested in improving efficiency for themselves, without considering how efficient things are for their customers. Investing in customer service systems based on well designed IVR technology that put the customer first, is essential for a business to succeed today.”

          Visits to a random sample of the websites of 50 customer-facing brands found that fewer than half have contact numbers displayed on their ‘contact us’ page.  Of the five telecoms companies visited, none offered a contact number on the page.

          Tony Porter added, “consumers want the ease of a phone number, especially if they have exhausted other means of trying to resolve their issue. It’s extraordinary that such a high percentage of brands visited in our mystery shopping exercise didn’t have a number on display.  It suggests that they don’t want you to call their contact centres.  The assumption is that they are not properly designed for the needs of 21st century consumers.”

        • 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

        • Retailers still too complacent about digital transformation

          Retailers still too complacent about digital transformation

          Tuesday 20th Jul 2021 by clareb
          New research has revealed that the retail industry is dangerously underestimating the role that technology will play in building a sustainable operation that can thrive in the face of future pandemics, climate crises, and economic and political insta...Read More...
          UK workers hesitant to return to the office

          UK workers hesitant to return to the office

          Monday 19th Jul 2021 by clareb
          New research commissioned by Chargifi has revealed that despite restrictions being lifted, office workers in the UK are resistant to a full-time office return. The survey of 1,500 UK and US office workers found that over half of British workers...Read More...
          Hybrid working - don’t fake it to make it

          Hybrid working - don’t fake it to make it

          Wednesday 7th Jul 2021 by clareb
          Hybrid working should be viewed as one positive outcome of the pandemic, an opportunity for companies to revolutionise working practices and empower employees to improve their work-life balance.  Dan Harding, CEO, Sign In App explains...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