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News : Customers Find UK Contact Centres ‘Unnecessarily Stressful’
June 23, 2014 -- 82 per cent of UK consumers say they face ‘unnecessary stress’ when dealing with contact centres, according to a report.
80 per cent of the 2,000 customers in Damovo and TNS UK’s survey said they believe inflexible centres are actually hindering customer service, while 79 per cent thought the quality of the response they got varied by agent and channel.
More than 60 per cent said they find it frustrating when businesses only offer one or two ways of getting in touch.
Damovo head of client solutions Jennie Cleal said: "Nobody expects to enjoy dealing with customer service teams, but these findings clearly show that organisations are adding insult to injury with poor contact centre operations.
"Given the pressures of the working day, high call volumes during lunch hours and early evening are entirely predictable. Although some organisations are trying to alleviate this problem by opening additional communications channels, consumers are often left reeling by inconsistent levels of service between them."
She suggested that better staffing at peak times and remote working could allow contact centres to provide a better service.
Posted by Veronica Silva Cusi, news correspondent
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Damovo is a services company delivering corporate communications, serving 26,000 clients in 18 countries on 3 continents. Through consultancy, design, implementation and management they deliver business solutions in the areas of - Data and Converged Networks, Voice Enabled and Mobile Solutions, Enterprise Relationship Management, E-collaboration and Managed Services.
Published: Tuesday, June 24, 2014