Only 1% of people have never felt frustrated when dealing with contact centres, according to a new study, which claims strong regional and foreign accents top the list of customer complaints.
One in five (22 per cent) feel they always receive poor customer service when speaking to call centres, according to a YouGov poll of more than 2,000 people.
Call centre staff with ‘strong regional or foreign accents’ topped the list of frustrations when dealing with customer service lines, followed by queuing and automated menus, while ‘friendly staff’ and ‘effective problem solving’ were said to be the most important features of good service.
The research, commissioned by outsourcing company Arvato, showed insurance companies were ranked worst at dealing with customer enquiries, followed by utility providers, such as gas and electricity companies, and public sector organisations.
Internet-only retailers, such as ASOS.com and play.com, ranked highest in the survey, followed by banks. Respondents from London were found to be more likely to complain, with those least likely coming from Scotland.
Arvato UK & Ireland managing director of contact centres and loyalty Mark Brown said the research highlights organisations struggling to improve customer service when faced with pressure to cut costs due to a challenging economy.
He said: “What is certain is that, with a sluggish economy and weak consumer confidence ahead, customer satisfaction is the new battleground for Britain’s biggest brands which are fighting to retain their market share. Those organisations which overlook areas such as contact centres – which remain a key interface between brands and their customers – will see their customers vote with their feet.”
