Cognitive Computing Authors: Yeshim Deniz, Elizabeth White, Zakia Bouachraoui, Liz McMillan, Pat Romanski

Blog Feed Post

Call centres risk losing customers as complaints go unrecognised, says survey

Online poll reinforces increase in customer churn as result of poor experience

08 February 2010 - A recent survey from speech search specialist Aurix has highlighted that 70 per cent of complaints made to call centres are 'not being heard.' In addition over 96 per cent of respondents said that they would consider switching to a competitor as a result.

In a series of questions, answered by more than 100 consumers, the Aurix survey asked respondents whether they had ever made a complaint to a call centre, and if so, whether that complaint was taken seriously by the agent.

Peter Rogers, CEO at Aurix explains, "Call centre agents are more often than not the first point of contact for complaints, so it's essential that they are dealt with quickly and efficiently. During these conversations customers form opinions on which they will base future decisions. Our snap shot survey reinforces the message that customers are significantly more likely to 'churn' to a competitor based on a poor experience."

"In my opinion, it is these interactions which should be viewed as an opportunity to gain feedback and intelligence, as well as to deal with the customer's query - take the chance to reinforce positive messages about your brand, not cause it any further damage."

"Technologies such as speech analytics provide a basis for identifying complaints and situations which could escalate. It is by acting quickly to remedy these complaints - improving processes and training for agents - that call centres can convert unhappy customers into advocates - protecting and in some cases promoting your brand"


Notes to editors
The survey was conducted with 105 consumers online, using a tool called Surveymonkey. Full survey results available on request.

To enable call centre managers to monitor the performance of their agents, and to identify how consumers are responding to them, Aurix has recently launched its desktop speech search and analytics product, Gopher-it™.

About Aurix
Founded in 2005, Aurix brings 30 years of expertise in intelligence grade speech recognition technology to the forefront of the commercial world. The company's origins are rooted in intelligence and military organisations, as is the technology behind the search software. Its aim is to become the global leader in speech search technology.

Aurix has developed solutions for four key sectors; the contact centre, data search, security and intelligence and IT security. Its speech search technology helps organisations identify specific information from audio files. As a result, organisations can gain operational efficiencies, competitive advantage and peace of mind. For further information visit www.aurix.com

For further information please contact:
Carly Rudrum/Helen Stevens
T. 01454 629 741
[email protected]

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

IoT & Smart Cities Stories
When talking IoT we often focus on the devices, the sensors, the hardware itself. The new smart appliances, the new smart or self-driving cars (which are amalgamations of many ‘things'). When we are looking at the world of IoT, we should take a step back, look at the big picture. What value are these devices providing. IoT is not about the devices, its about the data consumed and generated. The devices are tools, mechanisms, conduits. This paper discusses the considerations when dealing with the...
SYS-CON Events announced today that IoT Global Network has been named “Media Sponsor” of SYS-CON's @ThingsExpo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. The IoT Global Network is a platform where you can connect with industry experts and network across the IoT community to build the successful IoT business of the future.
Poor data quality and analytics drive down business value. In fact, Gartner estimated that the average financial impact of poor data quality on organizations is $9.7 million per year. But bad data is much more than a cost center. By eroding trust in information, analytics and the business decisions based on these, it is a serious impediment to digital transformation.
To Really Work for Enterprises, MultiCloud Adoption Requires Far Better and Inclusive Cloud Monitoring and Cost Management … But How? Overwhelmingly, even as enterprises have adopted cloud computing and are expanding to multi-cloud computing, IT leaders remain concerned about how to monitor, manage and control costs across hybrid and multi-cloud deployments. It’s clear that traditional IT monitoring and management approaches, designed after all for on-premises data centers, are falling short in ...
Machine learning has taken residence at our cities' cores and now we can finally have "smart cities." Cities are a collection of buildings made to provide the structure and safety necessary for people to function, create and survive. Buildings are a pool of ever-changing performance data from large automated systems such as heating and cooling to the people that live and work within them. Through machine learning, buildings can optimize performance, reduce costs, and improve occupant comfort by ...
The best way to leverage your Cloud Expo presence as a sponsor and exhibitor is to plan your news announcements around our events. The press covering Cloud Expo and @ThingsExpo will have access to these releases and will amplify your news announcements. More than two dozen Cloud companies either set deals at our shows or have announced their mergers and acquisitions at Cloud Expo. Product announcements during our show provide your company with the most reach through our targeted audiences.
CloudEXPO New York 2018, colocated with DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City and will bring together Cloud Computing, FinTech and Blockchain, Digital Transformation, Big Data, Internet of Things, DevOps, AI, Machine Learning and WebRTC to one location.
Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settlement products to hedge funds and investment banks. After, he co-founded a revenue cycle management company where he learned about Bitcoin and eventually Ethereal. Andrew's role at ConsenSys Enterprise is a mul...
DXWorldEXPO | CloudEXPO are the world's most influential, independent events where Cloud Computing was coined and where technology buyers and vendors meet to experience and discuss the big picture of Digital Transformation and all of the strategies, tactics, and tools they need to realize their goals. Sponsors of DXWorldEXPO | CloudEXPO benefit from unmatched branding, profile building and lead generation opportunities.
Disruption, Innovation, Artificial Intelligence and Machine Learning, Leadership and Management hear these words all day every day... lofty goals but how do we make it real? Add to that, that simply put, people don't like change. But what if we could implement and utilize these enterprise tools in a fast and "Non-Disruptive" way, enabling us to glean insights about our business, identify and reduce exposure, risk and liability, and secure business continuity?