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The Conversationalist

Old School, fond of human engagement, but still able to go digital.

TELECOMM QUESTION

1 of 5

Topic : Call Center

What percentage of conversationalists use the call center to make a complaint about a product or service? 

SELECT YOUR ANSWER

1 of 5

Topic : Call Center

correct: 34.6%

The call center is the most used channel to make a complaint with 34.6% using the channel to do so. Comparatively, the store is the second most used channel with 25.4% of the group making complaints in store.

what would you like to do next?

1 of 5

Topic : Call Center

INcorrect: 26.2%

The call center is the most used channel to make a complaint with 34.6% using the channel to do so. Comparatively, the store is the second most used channel with 25.4% of the group making complaints in store.

what would you like to do next?

2 of 5

Topic : Go In Store

When is the Conversationalist most likely to go in store?

SELECT YOUR ANSWER

2 of 5

Topic : Go In Store

correct: To sign up with their supplier

37% of Conversationalists use the store to sign up with their suppliers - both the most common way this group uses the in-store channel and chooses to sign up for their suppliers.

what would you like to do next?

2 of 5

Topic : Go In Store

INcorrect: To cancel a contract

While, 31.2% of Conversationalists are cancelling their contracts in store, 37% also use the store to sign up with their suppliers - both the most common way this group uses the in store channel.

what would you like to do next?

3 of 5

Topic : Call Center vs. In Store

When there is a question about communication services, is the Conversationalist more likely to use a call center or go in store? 

SELECT YOUR ANSWER

3 of 5

Topic : Call Center vs. In Store

correct: Call Center

For nearly all tasks, Conversationalists prefer to go in store than to use the call center. However, 31.5% use the call center to ask a question, over 28% that will go in store.

what would you like to do next?

3 of 5

Topic : Call Center vs. In Store

INcorrect: Go in store

Conversationalists rarely prefer to use the call center over going in store, but for asking a question about their communication brands, 31.5% use the call center compared to 28% that will go in store.

what would you like to do next?

4 of 5

Topic : In Store vs. Social Media

What channel does the Conversationalist prefer to renew or repurchase their communications service? 

SELECT YOUR ANSWER

4 of 5

Topic : In Store vs. Social Media

correct: in store

Digital channels like social media and virtual assistants are rarely used by the Conversationalist who engages via face-to-face communication most often. To renew or repurchase their services, 35.9% of the group will go in store.

what would you like to do next?

4 of 5

Topic : In Store vs. Social Media

INcorrect: social media

While digital channels like social media and email are growing in popularity, the Conversationalist rarely uses them. To renew or repurchase their services, 35.9% of this group will go in store.

what would you like to do next?

5 of 5

Topic : Call Center

When is the Conversationalist least likely to use a call center? 

SELECT YOUR ANSWER

5 of 5

Topic : Call Center

correct: to make a payment

Digital Conversationalists are using the call center to make their payments far less than to make a complaint. 20.6% use the channel for payments, compared 34.6% to make a complaint.

You got 0 out of 5 correct!

what would you like to do next?

5 of 5

Topic : Call Center

INcorrect: to make a complaint

Making complaints is the most common way Conversationalists are using the call center. 34.6% use the channel to make a complaint, compared to 20.6% for payments.

You got 0 out of 5 correct!

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