03-07-2012 03:54 AM CET - Business, Economy, Finances, Banking & Insurance
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Report shows Phone Contact is still the best way of Communication in Business

Press release from: All Day PA

A recent report has shown that a staggering six out of ten customers have stopped using a company solely because of the customer service they have received.

The most notorious company for this is internet providers, as shown from a poll by company Natterbox. The report also showed that 20% of people say that they had cancelled any related services to a company because of their frustrating phone experiences. This includes those that manage to find your number from a data list and call you with new updates at the most inconvenient of times.

Mobile phone companies are also known for providing hassling phone calls and poor customer service, meaning that 20% of customers withdraw their contracts and custom from the company.

The report shows that there is 62% loss of custom in the UK, people who have specifically cancelled their subscriptions and services because of the poor telephone service they had received.

The survey also revealed that telephone contact was still the best form of contact for UK consumers with 64% of the respondents preferring to communicate with a company over the phone directly, and with a further 28% choosing email and the final 4% preferring to use Twitter as a means of communication from a company.

CEO at Natterbox) Neil Hammerton stated that “Almost everyone is on social networks these days, the telephone is still king when it comes to customer service. There’s nothing like being able to speak to another human being to get a problem resolved. But with this reliance on call centres comes pressure to deliver the goods quickly and professionally. Busy consumers don’t have the time or patience to tolerate shoddy service and it only takes one bad experience to lose their custom for good.”

He went on to say, “As businesses increasingly move their operations online and away from the high street, the telephone contact centre is often their only personal interaction with the customer, so it’s vital to get it right. There is pressure to control costs but technology exists now that can streamline the caller experience, automatically putting them through to the right person, first time. Nowadays there should be no excuse to leave frustrated customers hanging on the telephone.”

As expressed by Hammerton, using phone communication is still important, but managing it effectively without your business over or under-using the service is also important.

All Day Pa are one of the UK's leading providers of call answering services, answering telephone calls for over 23,000 clients all around the UK.

Head Office
Isher House,
Broadway,
Salford Quays,
Manchester,
M50 2GY,
England

www.alldaypa.com

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News-ID: 213316
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