Just 27% of Contact Centres Resolve Customer Complaints on First Contact

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According to our poll, little more than a quarter of customer complaints are handled on the first contact.

Moreover, 14% of the time it takes four or five contact to finally find a resolution.

Poll – “When things go wrong, how many times do people need to contact you before a problem gets resolved?” – answers

Once – 27%
Twice – 41%
Three times – 18%
Four or Five times – 14%

Source: Call Centre Helper Webinar Poll – Webinar: The Best Ways to Improve Customer Satisfaction Sample size – 186 Date: September 2015

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Just 27% of Contact Centres Resolve Customer Complaints on First Contact

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