3rd Party Remote Call Monitoring Feature

New research for KANA Software has revealed that each year consumers in the UK sacrifice the equivalent of 2 full days by having to repeat themselves to different call center staff to get their issue resolved.

The study found that, on average, a complaint against a company took 3 hours and 54 minutes. Moreover, three quarters of respondents reported that they were required to repeat themselves to different staff members to have their issues resolved successfully. Close to 80 percent of respondents who made a complaint said they had to repeat themselves more than once. On average, people had to repeat themselves four times before reaching a resolution.

In a statement, David Moody, head of product strategy for KANA Software, said, “Passing the buck simply isn’t going to work as consumers get more adept at social media. It is easier than ever for customers to make truly informed choices and it is also becoming easier for consumers to shift service providers if they are disenchanted. For example, new rules come into force this week that make it easier for consumers to change banks. The mantra for employees of banks and all customer-facing organisations ought to be ‘the buck stops here, or it gets spent somewhere else.”

Furthermore, poll results showed that email was a popular tool among consumers for lodging complaints with an organization. According to the study, 42 percent used email to air their complaint, while 36 percent used the telephone. 16 percent of all complaints across all age groups occurred online. According to Kana, this last figure is growing, and, based on the latest statistics, social complaints will soon be a norm in the coming five years.

Moody said, “We all know the wearying feeling of repeating a complaint to several different people. The risk for companies is that every prolonged service interaction heightens consumer frustration and the likelihood they will share their experience with the masses. Without a sound plan, companies are effectively rehearsing consumers for 140-character performances to a large and sympathetic online audience. Time-poor consumers have short fuses and social media is the perfect conduit for communicating their grievances.”