WTF Is Going On With Customers in the Contact Center?

ALL EC LogoIf you’ve ever thought to yourself, “people seem to be getting angrier these days,” you’re not alone. In fact, the latest research confirms it.  Consumers are becoming more frustrated, and their use of profanity in calls to the contact center proves it.

In a review of more than 82 million calls, data shows that callers have had it with current issue resolution practices and are using profane language to verbalize their displeasure. This is more than an issue of politeness — it’s a signal that some part of your operation is failing.

Why the Long Face?

According to the CallMiner Index, the underlying reason for angry customers is that they don’t feel like companies appreciate them or value their time. The latest research shows several reasons that instigate a caller to grow enraged and profane:

  • Long wait times
  • Having to repeat themselves from one contact channel to the next
  • Failure to have their issue resolved on the first call
  • Long messages before being routed to the right person
  • Calls that are misrouted after speaking to a call center employee

Read the complete article here.