Consumers Unforgiving When It Comes to Bad Customer Care


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68% Percent of Consumers Would Take Their Business Elsewhere After One Bad Customer Service Call

Salt Lake City, UT – November X, 2009 — Teleperformance, the world’s leading provider of outsourced CRM and contact center services, today released the results of customer care survey that shows the quality of experience with a company’s customer contact center determines consumer sentiment and brand loyalty. According to the survey, a single negative experience with a customer call center would likely cause 68% of the respondents to take their business elsewhere. The survey was commissioned by Teleperformance and conducted by YouGov. Over 1000 U.S. adult consumers completed the survey in October.

“In a tight economy, retaining customers is critical,” said Dominic Dato, Executive Chairman of Teleperformance USA. “Companies can’t afford not to make quality customer service a priority. These survey results underscore how important the customer experience is to customer retention.”

Survey results also revealed consumers expect excellent service in return for brand loyalty:

· 87% of people felt they had a right to a better contact center experience if they regularly spend money with a company or stay loyal to a brand

· 51% of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience

“These findings are precisely why we created Teleperformance Platinum, our highest level of service offering,” said Brent Welch, CEO of Teleperformance USA. “Brands with superior customer service and a go-beyond approach have a clear advantage over their competition, especially in today’s economy.”

Earlier this month, Teleperformance announced a new customer experience concept, Teleperformance Platinum, offering best in class service with affordable pricing. The program was by a team of global experts from all disciplines. It allows the customer’s environment to be reproduced at the agent workstation to address specific customer demands, ranging from complex issues related to technical support to building strategic relationships.


Through YouGov, Teleperformance surveyed 1,069 U.S. adults, from October 8 to 10, 2009. The data have been weighted and are representative of all adults eighteen years and older. A UK survey was also commissioned and British consumers responded similarly to U.S. respondents. For more information, go to


Teleperformance (NYSE Euronext Paris: FR 0000051807), the world’s leading provider of outsourced CRM and contact center services, has been serving companies around the world rolling out customer acquisition, customer care, technical support and debt collection programs on their behalf. In 2008, the Teleperformance Group achieved €1.784 billion revenues (US$2.6 billion – average exchange rate at December 31, 2008: €1 = US$1.46). The Group operates about 82,000 computerized workstations, with more than 100,000 employees (Full-Time Equivalents) across 249 contact centers in 47 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries.

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