With the rapid rise of email in the '90s and social media the past couple of years, it might be surprising to learn that phone calls continue to represent the majority of customer service traffic. More than 70 percent of respondents in a new Noble Systems survey of call centers said voice service is still the main channel of communications with their customers.
“The communications landscape is evolving and expanding every day and we've seen a corresponding increase in customer interest in our multi-channel contact technologies. However, these survey results clearly show the continued importance of voice communication and the central role that it plays in the contact center," said James K. Noble, president and CEO of Noble Systems.
Noble got responses from 556 contact centers across North America. Even more dramatic are the recent results of an American Express survey that found more than 90 percent of U.S. consumers prefer to resolve their customer service issues using the telephone. Seventy 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.
The Noble survey was conducted in the second quarter and sought direct input from contact center managers about their businesses.