According to CFI Group's PC call center satisfaction report, the three main reasons PC call centers rate so low are as follows:
Out of the 23% of users who hang up with their issue unresolved, only 33% will consider doing business with the same company again. As CFI Group points out, that means 15% of all customers who use call centers are likely to stop doing business with the same company. PC manufacturers "are at major risk from this poor service," CFI Group believes.
Nearly a quarter of the callers hang up with their issue still unresolved. Customer service representatives (CSRs) receive low marks; they are perceived as difficult to understand and ineffective in solving problems; this is related to the frequency of offshoring in the PC industry. The product itself is complex and the users may not be technologically savvy, magnifying communication issues.