Call sound quality 'good for customers'

Date: 21/10/2011

Companies purchasing revenue share numbers and establishing a call centre may wish to ensure they do everything possible to keep their customers happy.

This is because, according to a report published by Jabra, 87 per cent of individuals claim to have experienced problems when getting in touch with contact centres.

It was found that some long-standing issues, such an unhelpful phone operators and long waiting times, are still prevalent.

Furthermore, 53 per cent of respondents claimed they would be less likely to purchase a product or service if the quality of the call was bad and there was excessive background noise.

Some 82 per cent of people revealed they wanted to feel as though they were having a private conversation with an agent - something firms may want to take into account.

Jim Costello, chief executive of business process outsourcing firm in Ireland SouthWestern, recently told the Irish Times that businesses should not sacrifice customer satisfaction in a bid to cut costs.