[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.

Click on the image above or here to download

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.

Statistics include:

  • 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%.
Loading Conversation

Posted by eckoh at 4:19 PM on Nov 2, 2015


Recent Posts

Are customers mysteriously falling out of love with your business — despite your…


Social Media is the customer’s voice and your agents’ ears. But are you able to…


Most of us hate petty rules and red tape, and if there’s no penalty for…