Call-centre abandonment is rising, and companies are scrambling to keep clients happy
found that nearly 40 per cent of Gen Z callers will give up on their customer service journeys if they can’t find the answers to their problems online. They won’t even bother trying to reach a contact centre.
Technology has also made us more independent, Dr. Zhang says. “ want to get things done efficiently, so why would they go through a more tedious process to get the same results?” “You do not want customers to get one answer from one channel and another answer from another channel,” Dr. Zhang says. “If your process is not standardized, if it’s not repetitive, no automation tool is going to help you out,” Ms. Hedlin says. “Start with, ‘how are we listening to our customers?’ And then what the next steps can be, and what are our avenues for sharing this information. There are a fair number of leaders who are collecting data, but not really listening to it.”
Customer Service Gen Z Waiting On Hold Call Center Abandonment Answer Customer People Cent Technology Hold Channel Company Gartner
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