Contact Centres Need to ‘Communicate With Customers’
A survey has revealed that an overwhelming majority of Brits have a negative perception of call centres. 90% surveyed by Aquarium Software admitted they expect to be sold something when answering a call from a centre even though that makes up just one quarter of calls made in the industry. “These results are worrying,” according […]
‘Your call is valued’ most annoying queue time feature, Which? reveals…
A new study of 2,260 Which? members found that being told ‘your call is valued’ was the most annoying feature when waiting in a queue for an operator to answer (47 per cent); followed by being directed to the company’s website (28 per cent) and apologies for all operators being busy (11 per cent). Regarding sounds played over the phone whilst waiting, an engaged […]
Modern ‘consumer-like’ software tools make happier customer service agents…
A new study conducted by Aspect Software – an industry leader in providing fully-integrated consumer engagement and workforce optimisation solutions – has determined that a more desirable software user interface can greatly improve agent performance. In association with Pelorus Associates, ‘The Aspect Agent Experience Study’, which polled 400 contact centre executives ranging from manager to […]
TalkTalk voted as ‘worst customer service offender’ in UK call centres…
As a result of the Eckoh ‘Brick Wall Index’ study, the telecom group, TalkTalk, has been voted the UK’s ‘worst customer offender’, with Expedia coming in second and TV Licensing third. The Index, which is based on independent analysis carried out by PleasePress1.com, uncovers which call centre menus create the highest level of dissatisfaction; centred around ‘tens of thousands of […]
