The CallMiner Index: Consumer switching by sector, the reasons and the impact of call centers
Did you know that 85% of consumers have left a supplier - bank, mobile, insurance or utility - in the past 12 months?! CallMiner recently surveyed 1,000 US adults to find out why consumers contact suppliers, which communication channels they prefer, what makes them feel valued as a customer and why they leave suppliers for their competitors. What we uncovered is a switching epidemic – and that call centers play a pivotal role in whether consumers stay loyal or decide to switch.
Read The CallMiner Index: Consumer switching by sector, the reasons and the impact of call centers for the complete results including:
- Which industries consumers are switching the most
- The reasons why customers say goodbye
- Why call centers are battleground for consumer loyalty
- Why listening and empathy are keys to success
In addition, download key insights into communications, insurance and financial services sectors.