A new survey shows strong demand for access to customer care call recordings from consumers in the USA and Europe. Frustrated by poor service levels, most consumers say they would like their service providers to offer the option to access call recordings as a standard feature.
When asked why they would like access to call recordings, 85% of consumers said it would improve the quality of answers provided by the care representatives, while 91% said it would be useful to resolve conflicts or reduce misunderstandings.
The survey results are similar in the USA, France, Germany and the UK, showing widespread demand for the availability of consumer access to call recordings.
Today, call recording is common, but is used mainly for the benefit of providers of goods and services. Buyers are never offered standard access to call recordings, and this survey shows that consumers are demanding a change. It is seen as an issue of trust and transparency, with almost 90% saying that such a step would increase their trust in their provider, and be a clear proof of transparency.
The survey was conducted on behalf of Germany-based technology start-up ServeMeBest. Company founder, Ali Al Khaja, says that the research will lead to a push for greater protection for consumers. “It’s clear from this research that consumers expect to be treated with trust and respect, and their demand for access to call recording is a good example of this”, he said. “And they’re saying that organisations that show transparency will be rewarded with customer loyalty.”
Survey Highlights
- 52% of consumers surveyed say they would like to be offered access to call recordings.
Of these: - 85% would have a better opinion of a company that offered call recording access
- 89% say they would have increased trust in a company that offered call recording access
- Over 86% say that if a company offered call recording access, that they would recommend the company to friends and family
- 30% of US respondents would pay to have access to recordings
- 61% say they would need to call less often to get questions answered or problems solved
- 81% say call recording access would improve their relationship with the company called
- 85% of consumers say it would improve the quality and clarity of the answers given
- Almost 82% see call access as an important and positive criteria in choosing a provider
About the Survey
The survey was conducted online in December 2013 and January 2014, with 1256 respondents in the US North East, UK, Germany and France. Respondents were over 25, and had interacted with at least one service provider by phone in the previous twelve months. The survey was conducted by CINT on behalf of ServeMeBest.
