Press Releases

Research and Markets: 2012 Customer Contact Experience Benchmarks - Telecommunications Industry

DUBLIN--(BUSINESS WIRE)-- Research and Markets ( has announced the addition of Frost & Sullivan's new report "2012 Customer Contact Experience Benchmarks Telecommunications Industry" to their offering.

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the PC manufacturers industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=2156. Companies benchmarked in this study include but are not limited to: AT&T, Comcast, Cox, DIRECTV, DISH Network, Qwest/CenturyLink, Sprint-Nextel, Time Warner Cable, T-Mobile, U.S. Cellular, and Verizon. Within the industry, the most popular contact channel is phone/live agent. E-mail, Web site self-service, and IVR have been used by fewer customers, while Web chat with live agent is the least popular.

Executive Summary and Highlights

- Telephone live agent and Web site self-service are the most popular contact channels within the telecommunications industry. Telecom providers have offered consumers multi-channel contact options that cover all possible touch points (live agent, IVR, email, text, Web self-service, and chat).

- As expected, IVR is much less popular among consumers and is a less desirable contact channel.

- Telecommunications companies have provided clients with well-designed, intuitive, and friendly self-service Web sites. The Web self-service channel receives the highest overall satisfaction and second highest customer loyalty scores among all channels.

- Customer expectations are best met by e-mail. This may signal a trend among media- savvy consumers who prefer virtual contact and electronic means of communication. E- mail is categorized as agent-assisted, and Web site is categorized as self-service; neither require direct contact with an agent.

- In general, the telecommunications industry offers its customers a high overall satisfaction rate, as it relates to the customer contact experience.

- Major telecommunications companies perform at about the same level in terms of overall satisfaction across all contact channels. This means that consumers are accustomed to a stable, high level of customer service and attempts to raise customer satisfaction scores may prove to be a challenge.

- Although customers most often use agent-assisted contact channels, the Web selfservice channel has higher scores. Telecom providers may consider putting more resources into Web self-service development.

- Roughly half of e-mail users, percent of Web chat users, and percent of IVR users eventually speak to a live agent during their interactions.

- Customers are going mobile when using self-service Web sites: over one-third who use a Web site, access it via a mobile device. Specifically, the largest share of respondents use a laptop/notebook; however, an influx of smartphones is expected in the coming years.

Key Topics Covered:

Research Objectives, Methods, and Demographics

Customer Contact Experience Executive Summary and Highlights

Customer Contact Experience Overview

Live Agent Phone Interactions

Interactive Voice Response (IVR) Interactions

E-mail Interactions

Web Chat Interactions

Web Self-Service Interactions

For more information visit

Source: Frost & Sullivan

Research and Markets
Laura Wood, Senior Manager
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Telecommunications and Networks

Source: Research and Markets