Businesses risk losing 55% of dissatisfied customers

Eighty-four percent of Singapore consumers revealed they will give more business to a company that has a contact centre open 24 hours and seven days a week.

In the recent survey conducted by Avaya Asia Pacific, poor call centre service and a competitor company providing better customer service were revealed to be the main reasons for consumers to move their business.

The Avaya Contact Centre Consumer Index 2010 also found that 1 out of 2 consumers who are dissatisfied with their call center experience are likely to switch to a competitor, that is, 55% of Singapore respondents who were dissatisfied with the level of contact centre interaction said they would switch to the competition in 2010.

The survey results also showed that 66% of Singaporeans are likely to recommend a company to a friend based on positive contact centre experience.

“There is a strong and growing correlation between a customer’s contact centre experience and their loyalty,” Dr Catriona Wallace, Director of callcenters.net said.

Wallace said the survey has been conducted for three years and has revealed a clear trend.

“Singapore consumers are adaptive to new technology and open to interacting with companies using new mediums such as social networking sites and SMS,” the report from Avaya APAC said.