Noble Systems’ Contact Centre Survey Reveals Voice Still Leads All Customer Communication Channels

Noble Systems announced the results of its latest survey, revealing that phone calls continue to represent the majority of customer service traffic. More than 70 percent of respondents from more than 500 contact centre operations surveyed indicated that voice service is still the main channel of communications with their customers.

Sian Ciabattoni, Marketing Director of Noble Systems EMEA, states: “We’ve seen an increase in customer interest in our multi-channel contact technologies as a result of the changing communications landscape. However, as the survey results clearly show, voice communications continue to play the central role in the contact centre. Regardless of the preferred contact media, Noble’s award-winning premise and hosted offers, including industry-leading blended contact management functionality, make us an ideal technology partner.”

Featuring responses from 556 contact centres, the survey aligns with recent research demonstrating consumers’ continued reliance on phone calls. For example, the American Express 2011 Global Customer Service Barometer found that more than 90 percent of consumers prefer to resolve their customer service issues using the telephone. Moreover, 70 percent of respondents to the Noble Systems survey went on to indicate that they expect telephone communications to remain the primary customer contact channel for the foreseeable future.

Conducted in the second quarter of 2012, the survey sought direct input from contact centre managers about their businesses. The survey compiled responses from companies located across North America that service a variety of sectors including accounts recovery, travel, healthcare and more.

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