December 8, 2022 – Contact centers have been a channel in which companies have provided customer service for years. Improvements were developed within contact centers to support the call traffic, such as IVR, technological advanced authentication, and pre-answered popular inquiries. As a consistent and evolved channel, contact centers have been a challenge for companies’ customer experience teams that try to monitor, manage, and improve the experience provided through that channel.

This Impact Report reviews the characteristics of customers who call contact centers, the reasons for which they call, and how they experienced the interaction. It is based on an Aite-Novarica Group survey of 3,171 U.S. consumers 18 years or older on their recent experience with contact centers of financial services and retail companies in the first half of 2022.

Clients of Aite-Novarica Group’s Customer Experience or Retail Banking & Payments service can download this report and the corresponding charts.