Survey Reveals Voice Still Leads All Customer Communication Channels

NobleSystems Corporation, a  provider of unified contact center technology solutions, announced the results of its latest survey, revealing that phone calls continue to represent the majority of customer service traffic. More than 70 percent of respondents from more than 500 North American contact center operations surveyed indicated that voice service is still the main channel of communications with their customers.

Featuring responses from 556 contact centers across North America, the survey aligns with recent research demonstrating consumers’ continued reliance on phone calls. For example, the American Express 2011 Global Customer Service Barometer found that more than 90 percent of U.S. consumers prefer to resolve their customer service issues using the telephone. Moreover, 70 percent of respondents to the Noble Systems survey went on to indicate that they expect telephone communications to remain the primary customer contact channel for the foreseeable future.

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