Call centres hated by 90% of customers
Friday 25 October 2002
Most people who use call centres are exasperated at being left hanging on the telephone, research published today shows.
Ninety per cent of all call centre users interviewed by the market analysts Mintel spoke of their anger and frustration with the system. Particular annoyances included long waiting times, irritating music and a seemingly endless array of menu options.
Researchers questioned 2,020 callers about the service they received from Britain's 4,500 call centres, a third of which handle financial services.
The most common complaint was the amount of time spent on hold, with 60 per cent mentioning the frustration experienced over delays in speaking to an operator. Analysts found that in busy call centres it was not uncommon for customers to be put on hold for more than 15 minutes before being connected to an operator in the right department.
A third of callers ended up abandoning their calls because of the wait, especially those aged between 25 and 34.
Brett Afshar, who compiled the report, said that a third of those questioned hated the synthetic voice which answered their calls."One solution would be to have a live operator quickly directing calls to appropriate queues," he said. "While this would add extra staff costs, it would be well received by customers who felt they were receiving a more personal service," he said.
Only 5 per cent of those interviewed said they were completely satisfied with their experience of call centres.
Diving in at the deep end is no excuse for shirking the style stakes
- 1 World Cup 2014: 20 things we learned in Brazil
- 2 Why I'm on the brink of burning my Israeli passport
- 3 War is war: Why I stand with Israel
- 4 L'Oreal cuts ties with Belgium supporter Axelle Despiegelaere after hunting trip photographs
Game of Thrones author George RR Martin says 'f*** you' to fans who fear he will die before finishing Westeros saga
Ian Thorpe gay: Olympic swimmer comes out in Parkinson interview
Pamplona bull run: Man who contributed to a survival guide for the festival falls foul of the raging beasts
Israel-Gaza conflict: William Hague calls for ceasefire but says Israel 'has the right to defend itself'
Supermoon 2014: When and why will the moon look bigger and brighter this summer?
Sustained immigration has not harmed Britons' employment, say government advisers
War is war: Why I stand with Israel
7/7 memorial defaced on anniversary of 2005 attacks with ‘Blair lied thousands died’ graffiti
Australia facing international condemnation after turning around Sri Lankans at sea
Even when it brutalises one of its own teenage citizens, America is helpless against Israel
Socialist Worker called to apologise over ‘vile’ article saying Eton schoolboy Horatio Chapple's death is ‘reason to save the polar bears’
£70000 per annum: Harrington Starr: Information Security Manager (ISO 27001, A...
£30000 - £45000 per annum + Benefits + Bonus: Harrington Starr: C# Developer (...
£60000 - £80000 per annum + Benefits + Bonus: Harrington Starr: C# Integration...
£75000 - £85000 per annum + ex bens: Deerfoot IT Resources Limited: Biztalk Te...