A recent Talkdesk report reveals that many contact centres still rely heavily on live agent interactions despite technological advancements. The data highlights key challenges, such as inefficient IVR systems, lengthy hold times, and agents struggling with time-consuming manual tasks, all hindering customer satisfaction.
“Contact centres must evolve from handling inquiries to becoming key drivers of customer satisfaction and loyalty. A seamless and positive interaction can make the difference between a loyal customer and a lost opportunity. The most successful businesses prioritise and put the customer at the centre of every decision, creating frictionless journeys that exceed expectations,” said Tiago Paiva, chief executive officer and founder of Talkdesk.
The survey found that half (50%) of customer calls require agent assistance, while only 35% are resolved through IVR, leaving 15% of issues unresolved. Poor IVR navigation increases frustration and reduces overall customer happiness. In addition, hold times remain a pain point, accounting for 11% of total call duration, further delaying resolutions.
Are agents efficient enough?
Nearly 7 in 10 (68%) contact centres reported that their agents spend between 10% and 29% of their time on administrative tasks such as updating records and logging call details. Moreover, 50% of respondents stated that agents spend excessive time searching for information, prolonging call times and limiting the number of customers they can assist. The issue is especially pronounced in healthcare (62%) and retail (59%).
How do we solve these issues?
AI-powered tools enhance customer satisfaction and help retain skilled agents by streamlining manual workloads and improving first-call resolution rates. Advanced self-service solutions are becoming a priority, with respondents setting an average self-service resolution goal of 68%.
Some organizations aim as high as 90%, while others adopt more conservative targets, showcasing varied adoption rates across industries. AI-driven tools, such as autopilot features, can provide 24/7 support with minimal agent involvement, while agentic AI can anticipate customer needs and personalise service interactions.
Encouraging self-service solutions
Customers often prefer resolving issues independently, which can be faster and more efficient than waiting for an agent. Well-structured knowledge bases and AI-driven chatbots can significantly improve first-contact resolution rates.
Automation is also crucial for reducing agent workload. By simplifying routine tasks such as call summaries and messaging, contact centres can save valuable time on every interaction, ultimately improving return on investment (ROI).