SOME consumers in the Asia-Pacific will be voting with their feet in the coming year because they are dissatisfied with the level of service of their contact centre, according to a survey commissioned by contact centre solutions vendor Avaya.
In this annual survey conducted by Sydney-based research firm callcentres.net, around 38 per cent of respondents from five Asia-Pacific countries said that they plan to switch business to a competitor in the next 12 months because of poor contact centre service levels.
And 10 per cent of respondents replied that they have already switched in the past year over the same issue.
In this survey, respondents were asked to nominate a company that they had contacted by phone recently and then answer questions based on that experience. The five Asia-Pacific countries covered were Australia, India, Japan, New Zealand and Singapore.
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Friday, December 19, 2008
Call centre woes may cost businesses dearly
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