This Day On The Street
Continue to site
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here

TeleTech Survey Finds A Black Hole Of Customer Service Across Multiple Channels

Want to frustrate your customers? Tell them “Your call is important to us” or “That’s our policy” or “You’ll have to talk to my supervisor.”

These phrases are infuriating customers to the point of loathing, according to a recent survey conducted by TeleTech Holdings, Inc. (NASDAQ: TTEC). The global provider of technology-enabled customer experience solutions surveyed more than 500 people for its “Customer Experience Expectations” study and found major consumer services like telecom, health care, financial services and automobile sellers have a long way to go in providing a well regarded customer experience.

With Facebook becoming more popular than Google, and Twitter sharing more than 250 billion tweets a year, companies should be listening to what customers say on social media channels. But, they aren’t. Or at least they aren’t showing customers that they are listening. Two-thirds of the survey respondents said they don’t expect any response when they offer feedback about companies and brands on social media.

“For many consumers, the corn maze of customer service is the most consistent post-purchase interaction they have with a brand, so to receive this kind of negative reaction is pretty discouraging,” said Ken Tuchman, CEO and chairman of TeleTech. “We hope these findings sound a loud alarm, waking companies to the fact that their daily consumer interactions are creating a frustrating customer experience that will hurt their business.”

And, the experience extends beyond traditional telephone customer services. Only 28 percent of survey responders said they preferred speaking to an automated response over more traditional live-person customer service. They even prefer an inept customer service associate, over an automated choice, if the associate is at least friendly. A strong majority (63 percent) said positive word of mouth references were more likely to sway their opinions than any attempt from the company or brand itself.

1 of 2

Check Out Our Best Services for Investors

Action Alerts PLUS

Portfolio Manager Jim Cramer and Director of Research Jack Mohr reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

David Peltier uncovers low dollar stocks with serious upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
14-Days Free
Only $9.95
14-Days Free
Dividend Stock Advisor

David Peltier identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Updates with exact steps to take - BUY, HOLD, SELL
Trifecta Stocks

Every recommendation goes through 3 layers of intense scrutiny—quantitative, fundamental and technical analysis—to maximize profit potential and minimize risk.

Product Features:
  • Model Portfolio
  • Intra Day Trade alerts
  • Access to Quant Ratings
Real Money

More than 30 investing pros with skin in the game give you actionable insight and investment ideas.

Product Features:
  • Access to Jim Cramer's daily blog
  • Intraday commentary and news
  • Real-time trading forums
Only $49.95
14-Days Free
14-Days Free
AAPL $93.74 0.00%
FB $117.58 0.00%
GOOG $693.01 0.00%
TSLA $240.76 0.00%
YHOO $36.60 0.00%


Chart of I:DJI
DOW 17,773.64 -57.12 -0.32%
S&P 500 2,065.30 -10.51 -0.51%
NASDAQ 4,775.3580 -29.9330 -0.62%

Free Reports

Top Rated Stocks Top Rated Funds Top Rated ETFs