GoResponse Telephone Answering Service Staff

Disconnected customer service failing consumers

In new research, it has been shown that 69% of companies continue to offer disconnected customer services.  To provide consumers with the best experience, it is vital for call centres to ensure that there is a seamless flow through any service process and that data is also shared between departments.  However, many companies are failing to do this.

After the Customer Contact Association (CCA) conducted their latest survey, it was found that the majority of organisations said they took a siloed approach to offering consumer care.  Senior professionals working at telephone answering services also echoed these findings, suggesting that a lot of change is needed for the future.  No longer can customer services be segregated from a business, but must play a larger part in creating a single customer view.

The CCA’s chief executive, Anne Marie Forsyth, said: “The research shows a worrying disconnect between the service expectations of customers and the ability of organisations to live up to those expectations.  We know that consumers want efficiency, speed and value for money but unless businesses urgently adopt an integrated omni-channel service strategy, they will struggle to deliver on service promises and risk compromising brand values.”

The report also identified the need for call centres to have a range of communication channels open to customers, providing more evidence that companies must use an omni-channel approach to delivering a positive and engaging service to their customers.

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