Contact Centre Research

20% of Contact Centres have a team to Respond Immediately to Complaints

Published On: 5th Aug 2026 08:00

According to our poll, 20% of contact centres now have a team designated to immediately speak with unhappy customers, who voiced their dissatisfaction through surveys, social media etc.

Poll – “In what time frame do you normally respond to customer complaints?” – answers

We have a dedicated team which immediately speaks with any unhappy customers – 20%
We usually respond within 4 hours – 17%
We usually respond within 24 hours – 44%
We usually respond within 1 week – 15%
We usually respond within 1 month- 3%
We don’t respond to customer complaints – 1%

Source: Call Centre Helper Survey – How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) Sample size – 350+ Date: March 2016

Reviewed by: Robyn Coppell