Workforce Management Featured Article
New Survey Reveals Customer Service Frustrations in Asia-Pacific Region
A Covid-related survey conducted by Uniphore has shown that customers in the Asia-Pacific market are experiencing a higher rate of customer dissatisfaction.
The pandemic has created a strong dependence on remote contact services for customers, and the unprecedented levels of call traffic have caused significant delays to customer inquiries. For instance, call centers in India are reporting that customers must wait, on average, more than 30 minutes to receive a human response. The survey also found that 83% of participating consumers feel angry, frustrated, and annoyed while being put on hold when they contact a call centre. These revelations point out how understaffing call centers can negatively impact customer satisfaction and loyalty.
“Contact centres are a lifeline for support on critical issues from healthcare to travel to commerce and one of the most powerful ways brands build customer loyalty,” said Uniphore President Ravi Saraogi “However, many consumers today still feel undervalued at the same time as call centre agents feel overwhelmed and under resourced. We have the ability to change this and empower call centre agents with technology and support that enables them to truly hear the voice of the customer and deliver personalised and impactful answers and support.”
Remote working is still going strong even as pandemic restrictions slowly begin to ease up around the world. Because of these restrictions, automation in call centers has been a critical tool for managing the intense call flow without relying on human agents. Uniphone’s research concluded that 78% of participating customers seem to be most satisfied when businesses utilize both automation and human interaction.
Edited by Maurice Nagle
