Are You Struggling To Reach Your Customers By Phone?
Take this three-question quiz to see how your organization’s outbound communications compare to other US organizations and find out how you can improve your customer engagement.
Which of these outbound communication channels is most important to meeting your organization’s customer service goals? (Select one)
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Decision-makers in our survey say voice is the most important channel to achieving customer service goals, with over 3 in 4 rating it as important or critical to doing so.
This is because voice is the channel of choice when it comes to urgent, high-priority communications like resolving urgent issues or discussing personal topics.
Base: 719 US-based decision-makers responsible for their company’s outbound call experience strategy, technology selection, and/or security
Note: Showing “Important” and “Critical”
Source: Forrester’s Q4 2024 Outbound Communications Survey [E-61663]
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What are the top reasons that existing/established customers are not answering phone calls from your organization? (Select up to three.)
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Decision-makers see the specter of the “unknown caller” as the number one reason customers aren’t picking up the phone.
A key component of this is the potential threat of call spoofing and fraud. Respondents say call spoofing can lead to increased customer service tickets, loss of customer trust, and decreased effectiveness of communication campaigns.
Base: 719 US-based decision-makers responsible for their company’s outbound call experience strategy, technology selection, and/or security
Note: Showing top five responses
Source: Forrester’s Q4 2024 Outbound Communications Survey [E-61663]
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How important is it that your company logo is displayed on your outbound calls to increase customer engagement and answer rates? (Select one)
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Most decision-makers say that displaying a company logo on outbound calls is important or critical to increasing customer engagement and contact rates, and almost half say the same for displaying calling purpose on outbound calls. These capabilities can help restore trust in the channel that decision-makers say is the most critical to meeting business and CX goals.
Base: 719 US-based decision-makers responsible for their company’s outbound call experience strategy, technology selection, and/or security
Source: Forrester’s Q4 2024 Outbound Communications Survey [E-61663]
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