Forrester: State of Outbound Communication

According to a newly commissioned Forrester Consulting study conducted on behalf of Neustar, a TransUnion company, 87 percent of surveyed decision-makers agree with the statement that “the phone channel is the most important outbound contact channel.” 

However, challenges exist in connecting with customers due to their mistrust of an “unknown caller,” robocalls, fraud threats, and inaccurate contact information. This results in organizations not meeting their desired right-party contact rates, which can lead to plummeting customer satisfaction scores, lost revenue, escalating costs, and more. Additionally, respondents indicated that their voice channel is separate from other communication channels and suffer from messaging silos by product, brand, and channel. 
Read the online survey conducted with 455 U.S. business and IT decision-makers responsible for outbound call experience across nine key industries to explore this topic.


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