When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase.

Statistic Info

Customers hate when they’re being passed around from agent to agent trying to get their problems solved. You need to make the customer journey as seamless as possible even when they’re experiencing an issue that needs to be resolved. Being juggled between employees is only going to make the customer lose confidence in your business.

Author: Invoca

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Contact Center Solutions

When callers aren’t transferred, 49% of people feel relieved, 37% feel their business is valued, 34% are more inclined to complete a purchase.

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Reducing operating costs and/or boosting productivity is the #1 the top priority for contact center leaders

44% of customers get annoyed, irritated, or angry when on hold for 5-15 minutes

More 2021 Stats

With nine in 10 companies planning a hybrid model moving forward, organizations must reinvent the processes and tools they previously relied on

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34% of data breaches involved internal actors

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