This white paper is the result of our first academic study of customer satisfaction, frustration, and behaviour following the pre agent caller experience. The study was designed, and analysed by Golazin Ardestani a PhD researcher at University of Roehampton.
The results have provided insight into our understanding of customers frustrations, which we hope will enable organisations to improve their caller experience and help drive future operational e ciencies.
OnBrand Audio asked over 1000 customers to rate their pre agent experience on over the phone, this included the welcome, menu options, hold time and content listened to whilst holding. The results showed that 71% (strongly agree) and 29% (agree) that the pre agent telephone experience e ects their overall satisfaction, impression and mood.
Following this result, OnBrand Audio decided to set up its own independent research headed by Golazin Ardestani to provide independent research on the subject.
First we will describe how emotion generates human behaviour in general, and in the context of a contact centre. Then the ndings of the project will be reported and discussed.
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