News : TalkTalk, the ‘Most Maddening' of all Firms If You Need to Talk to a Human
London, UK, July 26, 2016 -- TalkTalk has topped the list of companies that provides the most maddening experience for customers trying to get to get through to a real person.
Analysis provided by call centre specialists Eckoh was based on the companies that were most searched for on PleasePress1, a website that maps out telephone menu options of company call centres to help reduce waiting time.
Telecommunications company TalkTalk was the most searched-for company, suggesting that infuriated customers were desperate to find a shortcut to get through to a human assistant.
The results were compiled into the "Brick Wall list" - so called because exasperated customers felt that that's what they were being forced to talk to.
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According to PleasePress1, customers have been complaining about TalkTalk’s customer service on a daily basis even before the notorious cyber attack against the telecom firm last October.
The telecoms provider's systems were hacked and the data of thousands of customers was stolen. Instead of adopting a uniform policy to deal with the attacks, Talk Talk decided to treat customers differently and denied many compensation, prompting a surge of complaints.
Telegraph Money’s consumer champion, Jessica Gorst-Williams has received countless letters from readers after getting nowhere with TalkTalk's customer service department.
This includes one reader who was locked in a battle with TalkTalk last month after the telecoms provider wiped his emails and 83-year old Evelyn Hanney who was left disconnected for three weeks after her husband died.
Complaints on Twitter are ongoing.
PleasePress1 also revealed the firms with the most long and complex phone menu options as seen in the table below.
According to PleasePress1, Currys/PC World has eight levels and 108 menu options while cruise company, Royal Carribean has eight levels and 82 options.
Insurance company, Royal Sun Alliance has an outrageous 182 different phone options.
Tony Porter from Eckoh said: "It’s amazing how few CEOs have actually called their own company to discover first-hand what their customers are faced with.
"It would certainly make some of them stop and think."
A TalkTalk spokesman said: "We always strive to give customers the best experience possible. The survey contradicts independent complaints data, and our internal data shows levels of customer satisfaction have increased in recent months."
Expedia declined to comment.
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Eckoh
Eckoh is the UK’s largest provider of hosted speech recognition services, with experience in successfully deploying self-service solutions. These allow our clients to efficiently manage their contact centres by replacing the more repetitive calls with an effective and intuitive automated service. Our carrier-grade platform has the scalability to handle over 650,000 calls an hour and up to 8,000 simultaneously. Our platform has the capacity to manage even the most dramatic and unexpected call peaks.
About TalkTalk Group:
TalkTalk is the United Kingdom's leading value for money provider of fixed line broadband and voice telephony services to consumers and business users. The group serves over 4.8 million customers across the UK under the TalkTalk, AOL Broadband and TalkTalk Business brands. Over the past five years, through a combination of organic growth and acquisitions, TalkTalk has built one of UK's largest broadband and voice customer bases.
Published: Thursday, July 28, 2016
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