As one of businesses’ main point of interaction with customers, contact centres have felt the shift in customer behaviour most rapidly since the onset of the pandemic. The sudden rise in demand and unprecedented work dynamic found contact centres scrambling to at least maintain the pre-pandemic level of customer service.
According to Awaken Intelligence’s survey, industries that have the best customer service are finance & banking (23%), consumer goods (20%), entertainment & hospitality (13%), and utilities (11%).
On the other hand, sectors that have the worst customer service are travel (14%), legal & government services (14%), consumer goods (11%), and finance & banking (10%).
What Makes Bad Customer Service?
Respondents cited several reasons that make them irritated when interacting with contact centres. The number one reason for bad customer service is not being able to speak to a real person, which is completely understandable, as human touch lies at the very foundation of customer experience. Average wait time for the call is the second reason that irritates customers, along with agents taking too long to resolve their query and not having the right prior knowledge and advice. Agents that use scripts or impersonal responses are also customers’ least favourite thing about contact centres.