Voice still dominant customer service channel
More than seven in ten respondents from more than 500 contact centre operations surveyed by Noble Systems 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.”
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.