The impact of negative call experiences on revenue
Phone calls still play an essential role in the multichannel outbound communications strategies of utilities and home services organizations. Unfortunately, consumers are wary of answering calls due to the rise in robocalls, phone scams and fraud. These negative call experiences are impacting revenues.
In late 2022, we commissioned Omdia to conduct a survey of enterprises (across seven industries) that make large volumes of outbound calls to gain insights on customer call experience challenges and opportunities they face. The results were enlightening and quite useful.
We then turned our focus to the utilities and home services sector. Read the eBook for key findings, including: