CallMiner commissioned a survey two years ago which we repeated this year to find out why UK consumers leave suppliers, and to see what has changed since our last survey.
This report takes a detailed look at the responses from individuals in the UK who switched banks in the last 12 months and demonstrates the pivotal role that call centres play in whether customers stay loyal or decide to switch.
Our findings uncovered how important it is for Banking organisations to:
- Treat customers fairly and with empathy
- Have knowledgeable, intelligent & skilled ‘super-agents’
- Run effective automatic self-service channels for simple tasks like making payments and sharing information.
In order to keep happy and loyal customers.
Download the report to find out more.