Study: Indian Enterprises at Risk from Poor Call Center Service

The Asia Pacific region holds tremendous potential for the growth of the contact center industry. More and more companies are realizing the criticality of contact centers in providing best in class customer service.
New research has highlighted the importance of contact center service for retaining customers in the Asia Pacific.

An annual research report, generated by call centers.net and commissioned by communications systems provider Avaya, has found that that Asian businesses are at risk of losing more than a third of their customers due to sub-standard contact center service.

Ten per cent of consumers polled in five Asia Pacific countries have switched to a competitor over the past year, and, overall, 37.6 percent intend to do so in the next 12 months, because of poor contact center service.

A staggering 63.3 per cent of Indian respondents, and 46.8 percent of Singapore respondents, said they would likely move their business to another company in 2009. Consumers are, however, likely to remain with the same business and refer friends and family to that business if it meets their expected level of contact center service.

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