Based on feedback from a recent survey of communications service providers undertaken by BriteBill we would estimate that for the majority of operators around 30-40% of call center queries relate to billing or account related issues.
In a survey of 100 mobile users around 1/3 of the respondents claimed that they had to call their cellular provider at least quarterly or more frequently. A similar percentage claimed that calling the contact center was a source of some annoyance. Less than 5% of respondents claimed that they were happy to call the contact center.
However, there is another consequence. When customers experience bad billing experiences they also think about switching providers. There is a clear limit to how many negative billing experiences consumers are willing to tolerate before considering a different provider. As illustrated here, it doesn’t require too many bad billing experiences before churn is the consequence.
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