Skip to main content

Research Revealed: Voice of the Contact Centre Consumer 2023 - Brought to you by Odigo & the CCMA

30 Nov 2023
Contact Centre Technology Theatre
Customer Experience & Engagement , Omni-Channel & Self-Service

CCMA’s Research Director will present findings from the third annual Voice of the Contact Centre Consumer research initiative supported by Odigo, exploring and tracking customer behaviours and attitudes to provide up-to-date insight for contact centre leaders in the UK.

The research offers answers to questions such as:

  1. Is customer service getting better or worse?
  2. How are customers’ channel preferences evolving?
  3. What is the impact of rising cost of living on contact behaviours and expectations?

Join Stephen as he shares the answers to these and more.

Key Takeaways:

  • In 2023 the proportion of those who believe customer service is worsening (34%) is now almost double the proportion of those who believe service is improving (18%).
  • A year of rising costs has taken a toll. More than half (53%) of people surveyed report that it’s become harder to manage their finances, and people who are finding it harder to manage their finances tend also to be less positive about the state of customer service.
  • More than half (53%) of surveyed consumers report having become angry or upset when dealing with a contact centre advisor in the past 12 months.
  • Consumers don’t hold the front line fully responsible for a bad customer experience. Ratings of contact centre advisors are more positive than ratings of customer service overall.
  • Consumer preference is reverting back to assisted channels as the urgency of query resolution and need for reassurance has escalated, and they have become aware of the limitations of self-serve journeys.
Stephen Yap, Research Director - Odigo & CCMA