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The UK Contact Centre Decision-Maker's Guide 2019-20

The UK Contact Centre Decision-Maker's Guide 2019-20

By Charlotte Houston | November 28, 2019

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Improve contact centre efficiency and delight customers by focusing on your queue management strategy.

Once the customer is placed into a contact centre queue, regardless of whether this was their first
choice or out of necessity, the clock is ticking on providing a good service. Brands should consider offering callback as an alternative to making customers wait if they want to improve efficiency and the customer experience. The latest edition of the UK Contact Centre Decision-Makers’ Guide focuses on how to achieve exactly that.

Geomant proudly sponsored this major annual report which looks at the perception customers have of queueing against the reality, the cost of excessive queueing, queue management solutions and their effectiveness. 

Download the report to gain insights into the role of queue management and callback in the contact centre. 

Some of the reports findings include:

  • Only 12% of customers wanting to communicate with a company choose to use a contact centre in the first place. 37% prefer email, 18% a face-to-face communication if possible, and 14% would visit a website first.
  • There is significant disparity between the actual time people spending waiting in a contact centre queue and the time they perceived they waited for. 90% of UK contact centres report a wait time of under 2 minutes, yet just 9% of UK callers believe they wait less than 2 minutes to speak to an agent. 
  • 1 in 20 UK customers consider that even waiting over a minute in a contact centre queue is unacceptable, with the 18 to 24-year-old age group twice as likely to be impatient.
  • Customers have a lot of strongly felt reasons for disliking phone queues, however, the key reason according to studies is that the public hate not knowing how much longer they will be waiting.
  • 50% of callers will accept a callback when offered
    one, and on average, it can reduce abandon rates by
    30%. 
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Read the full report to find out more.

Download the free report!
About the author

Charlotte Houston

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