50p to prioritise my call
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50p to prioritise my call

I called my mobile phone provider today and was very quickly offered the chance to pay 50p to prioritise my call because ‘we are experiencing high volumes of calls today’. I didn’t take up the ‘opportunity’ and then my call was answered in approximately 2 seconds. I was amazed by this from a brand experience

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Please Give Me a 9 or 10
47182886 - man using his mobile phone outdoor, close up

Please Give Me a 9 or 10

I have noticed a big increase of people asking me to ‘give me a 9 or 10’ when you receive our post interaction survey. This happens on the phone and in store. As a consumer it makes me uncomfortable and working in the industry it means to me that customer sat is being used as

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PHONE V DIGITAL

I read a stat this morning that said by the end on 2016, 40% of all contacts will start on a digital channel. I know some organisations that are over that number already but many are nowhere near. I still believe (and many research papers back this up) that the phone is still trusted more

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Which Message Annoys Callers Most and Why?
Which Message Annoys Callers Most and Why?

Which Message Annoys Callers Most and Why?

There’s an interesting article in Which? Magazine this month, asking consumers what they like and don’t like to hear when waiting for a phone call to be answered. According to the report the three most irritating call queuing features are ‘being told your call is valued’ (47%), being directed to the website (28%)

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