TeleTech Survey Finds a Black Hole of Customer Service Across Multiple Channels

  TeleTech Survey Finds a Black Hole of Customer Service Across Multiple

          Brands Can Exceed Consumers’ Expectations on Social Media

Business Wire

DENVER -- March 14, 2013

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.

The good news is the problem is repairable. More than half the respondents
said that a good customer experience was highly important in their decision to
do business with a brand. The evidence shows that quality customer experiences
can change negative perceptions and significantly influence people’s
decision-making. Friendlier personal service seems to be the way back into the
good graces of most customers. And, knowing the problem is halfway to solving

Want to know more? Take a look at these results and more in TeleTech’s
infographics for the automotive, financial services, health care and telecom

About TeleTech

For nearly 30 years, TeleTech and its subsidiaries have helped the world’s
most successful companies design, enable, manage and grow customer value
through the delivery of superior customer experiences across the customer
lifecycle. As the go-to partner for the Global 1000, the TeleTech group of
companies delivers technology-enabled solutions that maximize revenue,
transform customer experiences and optimize business processes. From strategic
consulting to operational execution, our more than 39,000 employees drive
success for clients in the communications and media, financial services,
government, healthcare, technology, transportation and retail industries.
Through the TeleTech Community Foundation, the company leverages its
innovative leadership to ensure that students in underserved communities
around the globe have access to the tools and support they need to maximize
their educational outcomes. For additional information, please visit


Investor Contact:
Karen Breen, 303-397-8592
Media Contact:
Jeanna Blatt, 303-397-8507
Press spacebar to pause and continue. Press esc to stop.