Wednesday, May 8, 2013

The Traditional Support Channel Persists!

As a confirmation of my last post about call centers continuing to be the center of reliable and customer-friendly communication, I’d like to share an Infographic with some great facts and statistics by Zendesk:

  • 79% of customers still prefer to use the telephone to interact with a customer service center and only 12% prefer to use web chat (though that number continues to climb!)
  • 72% of companies are aware of their customers’ preference and place value on their call centers.
  • An interesting fact about agents’ gender: 71% of agents are female and only 29% male.

Clearly call centers will continue to play a big role in many companies’ success, driving high customer satisfaction scores and ongoing customer loyalty.

Call Centers Infographic

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