Banking news
Call centres are still a constant frustration
31 January, 2007
One in four people rate call centres as their top frustration in day-to-day life with one in seven speaking to faceless telesales reps more often than they do their own family
The regular weekly phone call to catch up with loved ones is being steadily replaced by other forms of communication; over half of us now prefer to chat via email and one in five get in touch over text messages.
As many as two thirds of people get increasingly frustrated with the fact that they have to explain their situation over and over again whilst on the phone and 55 per cent are simply fuming after being passed to person after person before their problem is finally resolved, or even worse when they do not call back after they promise to.
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Mo Shapiro, a communications psychologist commented: “Call centres are part of every day UK life more than ever now. Despite many people speaking to them more often than their loved ones, they are ready for a fight before they begin and irritations can build up when a long time is spent giving identical information to a number of different people. Stress and angst often occur when we feel that we are not in control of a situation and not being listened to.
This research comes to light after MORE TH>N announced it is offering customers their own Personal Customer Manager free of charge. The insurer will provide its customers with the email and direct line to their own named contact who promises to respond to the enquiry within 24 hours.
MORE TH>N’s managing director, Mike Holliday-Williams said: “It’s clear that in our time-poor society, people simply can’t be sat for hours on the phone, especially when they are at work.
“Our customers now have someone solely accountable to them who will deal with their query and take ownership of it. We’re delighted to be rolling this out to all out customers – the feedback from the pilot was overwhelmingly positive.”
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