Whenever you attend marketing, management or customer service conferences, or speak to management consultants, for that matter, you are bound to hear a whole bunch of quotes and "buzz-sentences" again and again.

For your benefit, TeleFaction brings you selected facts that are important for most businesses and organizations. This page will be complemented/updated successively, and from 2007 you can expect to find links to TeleFaction's own findings from real-life customer projects.

Facts about customer strategy

• 85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy (Shaw & Ivens)
• 71% of business leaders believe that customer experience is the next corporate battleground (Shaw & Ivens)

Facts about phone service

• 92% of all customer interactions happen via the phone (Gartner)
• 85% of consumers are dissatisfied with their phone experience (Gartner)

Facts about customer service and contact centers and call centers

• 72% of all customers believe it takes too long to reach a live agent (Harris) 
• 69% said they were on hold for too long (Harris)
• 50% of the people surveyed said that agents failed to answer their questions (Harris) 
• 44% said the information they received was not accurate (Harris)

Who brought this article to you?
Facts published on this page have been compiled by the customer service, customer loyalty, churn reduction and marketing experts employed at TeleFaction - The Return on Behavior Company.