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Consumers Demand Fines for Long Hold Times, Survey Finds
62% of of callers say companies should be penalized for slow responses!
LONDON--(BUSINESS WIRE)--Consumers have lost patience with long hold times — and they want companies to pay the price. That’s the findings of a new Streetview survey,
1ov1 is the industry's most integrated Platform provider for CX that combines Contact Center, Unified Communication, and CPaaS solutions.
While the average was 62%, the angriest city with 66% of people want to see action taken.
The data showed that across the country more than 60% agreed for action needing to be done. A number of people also believe that as companies put their prices up, customer service should also improve.
Accountability for Call Delays: The Public Speaks
A survey of 2,000 adults reveals a clear demand for better customer service:
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62% support fines for poor call handling
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66% of men back penalties vs. 59% of women
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Support rises to 66% among those 55+, vs. just 47% of 16–24 year olds
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Even the least frustrated cities saw support above 50%
“Older consumers are probably angrier than the youth because they’ve spent more of their lives on hold,” said one telco industry specialist. “On a more serious note, what makes this annoying is that this is a very solvable issue. Call Automations™ can handle the routine queries that make up 90% of calls, freeing up agents to focus on complex, high-value conversations.”
Customers Say: If You Raise Prices, Raise Service Too
The survey also found that 78% of consumers expect better customer service when prices go up — rising to 84% among those aged 55 and over.
“If prices increase, service levels should follow. This is a wake-up call for businesses: the contact centre isn’t just a cost or support centre — each call is a frontline brand experience. And if you miss it, you risk losing customers, not just calls.”
1ov1: Helping Businesses Answer the Call
1ov1's Voice Platform and Call Automations™ helps organisations respond faster, work smarter, and deliver connected experiences — without the bloat.
To see the full public responses or explore regional insights, visit: https://charts.opinionmatters.com/J11958MAT/J11958MAT_Q8-9_DDD.html
Other Streetview surveys, reflecting the thoughts of the public with regards to contact centres and customer experiences, will be released over the summer.
About 1ov1:
1ov1 connects people and organizations through seamless communication on the industry's most integrated platform for Customer Experience – combining Contact Center, Unified Communication, and CPaaS solutions. The 1ov1 platform for CX integrates Call Automations at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration. 1ov1 helps customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. For additional information, visit 1ov1.com.