Speech Technology Magazine

 

VoiceObjects Study Finds Callers Prefer Personalized Service

VoiceObjects released the results of a recent customer satisfaction survey that solicited the opinions of more than 10,000 users of phone-based self-service applications.
Posted Aug 15, 2006
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A recent VoiceObjects survey  of more than 10,000 users of phone-based self-service applications found that 77 percent would prefer to interact with personalized phone applications that retain and use data from callers' previous interactions or present callers with personalized menu choices.  The survey was sponsored by VoiceObjects and was administered by Zoomerang. 

The survey also revealed that 92 percent of respondents have felt frustrated when interacting with an automated phone system and that the most common response to this frustration is to exit an automated phone application by choosing an option to speak with a live agent or to simply hang up.  Up to 67 percent of the respondents also reported bypassing automated phone applications more than half of the time, and more than half of the respondents were frustrated by automated phone applications that didn't offer a menu choice appropriate to their needs.  Notwithstanding this dissatisfaction, 69 percent of respondents would prefer to interact with an automated phone application than with a call center agent in a foreign country.

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