Half of customer service calls fail due to contact center background noise
London, UK; 26th September 2022: Almost half of customer service calls are abandoned due to contact center background noise, with 42% hanging up immediately when they detect the noise.
That’s according to the team behind IRIS Clarity, the AI-powered voice isolation app, which surveyed 1,000 consumers across the UK and US around their interactions with contact centers. The results are compounded by the fact that while all respondents indicated they use voice channels in some way for their customer service inquiries, more than half (54%) said they only use it for critical issues — making voice a premium that is demonstrably failing to deliver.