Customers experience a high level of frustration when dealing with poorly operated call centres, according to a new survey of global companiess by Genesys.
According to the study of more than 2,360 respondents, more than half of consumers have stopped doing business with a company due a negative call centre experience. On the other hand, more than three quarters of consumers said they would buy from a company based on a positive call centre contact.
The contact centre is widely seen as the corporate face of the company.