An annual research report, generated by callcentres.net and commissioned by communications systems provider Avaya, has found that that Asian businesses are at risk of losing more than a third of their customers due to sub-standard contact centre service.

Ten per cent of consumers polled in five Asia Pacific countries have switched to a competitor over the past year, and, overall, 37.6 per cent intend to do so in the next 12 months, because of poor contact centre service.

A staggering 63.3 per cent of Indian respondents, and 46.8 per cent of Singapore respondents, said they would likely move their business to another company in 2009. Consumers are, however, likely to remain with the same business and refer friends and family to that business if it meets their expected level of contact centre service.

Most respondents (82.2 per cent, India 85.6 per cent, Singapore 79.2 per cent) will likely also consider a business which offers an ideal contact centre experience as their top choice for additional products and services.

Fast response vital