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Consumer contact centre experiences in the age of the GDPR

It's still good to talk!
But there's plenty to improve on say Financial Services customers. 

DOWNLOAD OUR NEW CONSUMER RESEARCH HERE

With all the changes the GDPR has brought we thought we'd find out how consumers felt about contact centres at the moment.

We commissioned a survey of 1000 UK consumers to investigate inbound and outbound contact experiences with brands.

For outbound contact we asked:

  • Whether consumers had given their consent to be called
  • How they felt about being contacted 
  • What was the purpose of the call
  • How they prefer to be contacted for different purposes


For all contacts we asked:

  • Who contacted them or who they contacted
  • What was their experience like?
  • Were they asked for payment card details at any point, how did they provide them and how did they feel about that?


74% of respondents wanted to change something about their experience.

Discover what you need to do to improve your contact centre customer experience and be more successful

Download our special Executive Summary below:



Customer Contact Management

Advanced inbound, outbound and blended dialling solutions for maximum productivity.

Proactive Campaign Support

Unrivalled campaign support and expert advice, included as standard, 24/7/365.

Compliance Made
Simple

Experts in contact centre compliance, giving you and your customers peace of mind.

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