Devoted to customer service and the principles of exceptional customer services

For the past four years, Genesys has done studies and found the major sources of customer frustration (from the press release)

• Long hold times - 67 percent of consumers are frustrated by long hold times, and 88 percent would prefer to receive a call-back in 10 minutes than to be on hold for that long.

 

• Poor automation - 57 percent of consumers are frustrated by IVRs with too many or incorrect options and 76 percent of consumers feel that companies are pushing them to use self-service systems instead of talking to live people.

• Customer Repetition - 52 percent of consumers are frustrated by having to repeat information they've already provided.

Poor automation - that’s my biggest frustration.  I remember calling a company and getting lost in the maze of “Press 1...Press 2...Press 300...Press 500...” The worst part…they didn’t even have an option of bypassing all that and connecting with a live agent.  Whatever happened to “Press 0 to speak to an operator”?  

Read more of Genesys’ global consumer study.  You’ll be surprised to read that people view call centers as improving from three years ago…