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The explosion of self-service options has created an unintended consequence for both consumers and call centers alike. Consumers have been trained to solve problems on the web or on their mobile device. But when they finally do pick up to the phone and call customer service, the calls are more complex and consumers are more frustrated than ever.

This monumental shift – particularly prevalent among millennials, a group set to surpass boomers in size by the end of this year – is putting increased pressure on call center agents who already have the odds stacked against them. To change the outcome, customer service representatives need to go beyond understanding a customer’s problem – to understanding the customer, their personality and how they want–and–need to be helped.

The goal: To understand how to improve the outcome of every conversation.

To provide businesses with clear insight into how to better service and support their consumers, Mattersight Corporation surveyed more than 1,000 consumers throughout the United States. The goal: to understand when and why consumers call for help, what they expect when someone answers the phone and how to improve the outcome of every conversation.

Survey Findings at a Glance:

66%: Two-thirds of consumers are frustrated before they even start talking with a customer service representative.

#1: Long wait times aside, the number one thing that annoys customer when contacting a call center is reaching customer service reps that don’t understand their needs.

75%: 75% of consumers said they leave calls frustrated, even if their problem was solved…

Please Hold for a Reality Check: The Real Reasons Consumers are Fed Up with Call Centers