[Infographic] Why good call-routing design matters
For organisations with multiple sites and departments, managing detailed call flows can be quite difficult. Various consumer surveys have shown the impact that call-routing design has on their experiences.
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This original infographic created by Eckoh illustrates the findings of several studies into self-service and customer service experiences. It also presents Eckoh's intelligent call-routing solution (EckohROUTE) statistics.
- 78% of consumers abandoned a transaction or did not made an intended purchase because they were incorrectly routed.
- In a global survey of approximately 3,000 consumers, 40% said they prefer self-service to human contact for general enquiries- 60% still like to speak to an agent for a more detailed enquiry.
- 96% of all EckohROUTE calls successfully routed through to the correct destination, compared to an industry average of 84%.
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