Associates’ study for Wireless Customer Care Performance. 14,000 wireless customers were surveyed and companies were measured according to how they treated customers in all aspects of contact including telephone calls, in-person visits, and via the internet or email. Verizon came in second and Alltel came in third. - More than one-half (55%) of wireless users have contacted the customer
service department for assistance within the past year
- The average number of contacts necessary to resolve an inquiry by phone is 1.87-up from 1.76 in the previous reporting period.
- Among customers who contact their provider, 73 percent do so by telephone and 24 percent do so through their provider's retail store. E-mail/Internet accounts for only 3 percent of customer contacts.
- The average initial reported hold time on calls to the customer service department is 3.58 minutes. In comparison, it takes an average of 8 minutes before speaking in-person to a representative at one of the provider's retail stores.
- More than four in 10 customers (42%) contact their provider with a billing-related service inquiry, with 55 percent of these contacts attributed to inaccurate charges. Additionally, 30 percent of all customer care inquiries are call-quality related.
I wonder why the time to resolve and inquiry went up?
As I worked in the industry a long time ago, I was also suprised to see that call quality was still an issue. I would have thought most customers would understand that mobile quality is not the same as landline quality.
I also wonder if any of the companies mentioned try to direct their customers to the web site for FAQs & Help? 3% seems like a pretty low number & it is much, much cheaper than a phone call to a service center.
Posted by: damon billian | January 26, 2007 3:11 PM | Permalink to Comment