British consumers lose confidence in call centres

as waiting times increase and businesses continue to use overseas operators

One in 10 consumers have experienced waits of more than two hours Telecoms companies offer the worst call centre service.

Four out of five callers experienced poor connections to overseas call centres 62 per cent do not realise companies are charging above the standard rate for call centre calls Consumers want to listen to comedy, news and heavy metal while on hold New research has found that British consumers are continuing to be frustrated by call centres.

The survey, conducted by online insurance company swiftcover.com, found that 91 per cent of callers are aggravated by the length of time waiting to get through to a call centre, an increase of more than 10 per cent from the same survey carried out in 2005.

Even though the research from 2005 found that customers were unhappy with the level of service received from overseas call centres, the 2008 research, which polled 878 consumers nationwide, found that call quality continued to be a problem.

84 per cent claim to have experienced a bad line after being connected to a call centre abroad.

The research also found that call centre waiting times have increased.

In May 2005, one in 20 callers experienced waits of more than an hour.

The latest survey found that one in 10 callers have experienced waits of more than two hours, and nearly half (43 per cent) are regularly put on hold for half an hour.

In addition, four out of five (81 per cent) callers have been cut off after waiting for ten minutes or more.

Three quarters of consumers surveyed thought that call centre employees were powerless to help them.

Ironically, telecoms companies have been determined to be the worst providers of call centre services.

More than one third of British consumers taking part in the survey said that telecoms companies offered the worst service, followed by cable and satellite TV providers.

The industries offering the worst call centre experience: Telecoms 38 per cent.

Cable and satellite TV providers 17 per cent.

Utilities 14 per cent.

Banks 11 per cent.

Nearly two thirds (62 per cent) of those surveyed did not realise that some companies charged callers above the standard rate for calls to their call centres.

Frustrated by the endless automated options given whilst trying to call, nearly three quarters (73 per cent) of those surveyed said they deliberately pressed the wrong number on their telephone key pads just to ensure they spoke to a human being.

As waiting seems an inevitable part of dealing with call centres, swiftcover.com asked what people would prefer to listen to: Comedy 23 per cent.

News 18 per cent.

Heavy Metal 16 per cent.

Current Pop 15 per cent.

80s cheese 10 per cent.

Classical 9 per cent.

Motown 8 per cent.

Commenting on the results, Tina Shortle, marketing director at swiftcover.com said: "The research confirms the fact that call centres continually frustrate people and that service isn't improving.

One of the main reasons swiftcover.com's business model is internet-based is because we acknowledged that call centres were inefficient and consumers didn't like them.

"We also hope companies with call centres will take note of customers' choice of hold music.

Comedy is probably the most popular because irritated consumers clearly feel the need for some light relief whilst waiting," Shortle concluded.

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