Overseas call centres ‘biggest gripe’

overseas call centres biggest gripeAny brands still tempted to cut costs by switching to an overseas call centre might just like to peruse a new study by Which? that claims that not being able to ring a call centre based in the UK is the nation’s biggest customer service bugbear.
As part of the consumer group’s annual customer service survey of 100 major UK brands, due to be released later this week, it asked more than 3,500 consumers what made them see red about the companies and shops they use.
It reveals that nearly half (46%) of people said they were irritated by call centres not being based in the UK, while perhaps not surprisingly just over a third (36%) dislike automated telephone systems.
Equally galling were companies which passed their calls around to lots of different people; this was loathed by a third (32%).
Although this is perhaps overstating the obvious, the study found that customers who experienced good levels of service gave a thumbs up to friendly or helpful staff (53%), staff with good product or service knowledge (29%) and speed of service (29%.)
Which? executive director Richard Lloyd said: “Call centres and telephone systems are the biggest customer service gripes by far. Firms need to up their game, those that don’t give customers the care and attention they deserve risk losing out to their competitors.”

Print Friendly