One bad call centre experience is all it takes

Research in both the US and the UK suggests that one bad call centre experience is enough to make two in three customers defect

A single negative experience with a customer call centre would be likely to cause 68% of the respondents to take their business elsewhere, reveals a survey commissioned by Teleperformance and conducted by YouGov.

Over 1,000 US adult consumers took part. Survey results also revealed that consumers expect excellent service in return for brand loyalty. Some 87% of people felt that they had a right to a better contact centre experience if they regularly spend money with a company or stay loyal to a brand, and 51% said the main reason for their dissatisfaction with a company is poor customer service or a bad contact centre experience.

In a UK survey that was also commissioned, British consumers responded similarly.