New research published by ContactBabel, the contact center industry analysts, has found that US contact centers handled 6.6 billion complaints in 2009. Research for the report has found that the technology, media and telecoms sector receives the greatest proportion of complaints, with 27% of all calls received by this sector being from disgruntled customers.
However, the research has found the vast majority of complaints received by a contact centre are not about the contact centre itself (or its staff), but rather ‘failure demand’, caused by a breakdown of processes elsewhere in the organization, as the table above shows.
More information on the contact center industry can be found at http://www.SupportIndustry.com
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