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UK CallMiner Index: Consumer switching by sector, the reasons and the impact of call centres

Avoidable customer churn is costing British businesses £25 billion a year. CallMiner surveyed 1,000 UK adults to find out why consumers contact suppliers, how they were feeling when they contacted a call centre and which communications channels they preferred. What we uncovered is a switching epidemic – and that call centres play a pivotal role in whether consumers stay loyal or decide to switch.

Read complete results from this survey to learn:

  • Which industries consumers are switching the most
  • The reasons why customers say goodbye
  • Why call centres are key for consumer loyalty
  • Why listening and empathy are keys to success
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