According to a survey, which polled more than 13000 customers across 33 countries and 10 industries, showed that contact centers undermine the importance of customer service and hence dissatisfy them. 91 percent of customers complain that they have to contact the company several times for the same problem. 90 percent do not like to be put on hold. 89 percent report being frustrated about having to repeat their problems several times. Companies should start providing best class customer service so that they do not have to face same pitfalls with customer retention every time. To avoid call waiting, a cloud router should be used for automatically transferring  call to the next agent. Companies should invest in real time reporting software so that they have full interaction history of a customer when they call. Read more at: at:http://www.callcentertimes.com/Articles/tabid/59/ctl/NewsArticle/mid/407/CategoryID/1/NewsID/783/Default.aspx