Each Moment of Truth Counts: A negative call center experience turns off 68% of customers!

A single negative experience with a customer call center would likely cause 68 percent of the respondents to take their business elsewhere, according to a recent survey released by Teleperformance, an outsourced contact center vendor.

The results of the customer care survey, Teleperformance officials said, show that the quality of experience with a company's customer contact center determines consumer sentiment and brand loyalty.

Survey results also revealed consumers expect excellent service in return for brand loyalty, finding that 87 percent of people felt they had a right to a better contact center experience if they regularly spend money with a company or stay loyal to a brand.

Almost exactly half of people said the main reason for their dissatisfaction with a company is poor customer service or a bad contact center experience.

The survey was commissioned by Teleperformance and conducted by YouGov. Over 1,000 U.S. adult consumers completed the survey recently.