UK Caller Satisfaction Survey

UK Caller Satisfaction Survey Ever wondered how callers feel after speaking to companies over the phone? In this digital era, is there still room for the more traditional route of telephone services? We conducted a survey with 1500 respondents to discover how modern consumers feel about their experiences when calling companies and here's what they had to say. We asked how many minutes' people believe they spend on hold to businesses on the phone each week. Out perform your competition and keep customers happy Minutes spent waiting 20% 10% 31-60 3-5 6-10 11-20 91+ 0-2 21-30 61-90 Almost half of our respondents felt they would spend over 10 minutes a week waiting to speak to a business. This gives companies an opportunity to compete simply by picking up the phone before customers get upset. Customer Satisfaction The key to excellent customer service Length of time before call is answered Friendliness Knowledge and professionalism Overall experience 0% 50% 100% Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied Despite the majority of customers feeling confident that they are dealing with friendly professional agents, their overallexperience is greatly affected due to waiting times. It's no longer acceptable to leave customers waiting on the end of the phone. In fact, research has indicated that: 7/10 Try and follow the "pick up within 3 rings" rule people will hang up after only 3 rings. Preferred Methods of Contact It's still important to man the phones Phone Email Online live chat Social media ... Despite the introduction of live chat services, email and social media, Customers still prefer to speak to businesses on the telephone. This includes: 43% of 18-30 year olds who use the telephone as their preferred method of contact Improving Phone Management The way those phone calls are managed has a direct effect on customer satisfaction and affects your business. One of the ways smart businesses are overcoming the problems associated with incoming calls is by outsourcing to a call answering service. The benefits are clear and among them is you get to have an easier life. The Work/Life Balance: By diverting calls you're able to define the line between work and life. Your Customers are being taken care of while you're able to make the most of your personal time. E Greater Call Control: Time and focus is lost due to unwanted calls. A call answering service allows you to screen the calls, ensuring you only speak to the people you want to. Genuine Time Out: You don't have to be tied to your smartphone to have a direct line with your customers. The mobile can be turned off without damaging your reputation. Satisfied Customers: Above all else the call answering service ensures customers are attended to, increasing their overall satisfaction. Never feel the panic of missing a call again. Presented by FFB Face for Business www.ffb.co.uk