Industry Research : Britons Hate Indian Call Centres
The UK’s confidence in call centres is at an all time low. Research carried out by SIM-only mobile network giffgaff has found that Brits have a six minute threshold while waiting in a call centre queue before losing their tempers and then hanging up.
Recent revelations in the UK press about Indian call centres allegedly selling email addresses have caused the British public to have even less confidence in overseas call centres.
In fact, a recent YouGov survey shows that 55% of people do not trust call centres in the UK to keep personal data safe, while a whopping 83% of people said that they did not trust overseas call centres to keep personal data safe.
Overseas call centres are particularly prominent in the telecoms industry. All the big players continue to outsource their technical support overseas: BT’s technical support is answered in India, Talk Talk uses India, the Philippines and South Africa, Sky is again in India although has UK trouble shooters and overflow and Virgin has both Indian and UK based support. The reason for this is simple – by outsourcing your customer care, telcos can save 65p on an average call.
Recent stats show that 70% of complaints are still made over the phone, even though the amount of email, web and social media complaints are on the increase.
YouGov has reported that only 4.1% of people have a good experience when dealing with a call centre. In fact, four out of five people say they have lost their patience and hung up when faced with a long call centre queue, while 69% have had their opinion of a company or service permanently damaged after poor customer service.
Furthermore 50% have advised family and friends against a company or service that they’ve had a bad experience with, and a quarter have terminated a contract with a company or service that has kept them waiting too long.
Stavros Tsolakis, CEO of independent telecom provider Direct Save Telecom, whose customer support team is solely based in the UK says it’s about time organisations start to put the needs of the customer before the bottom line.
He explains: "Yes, it is a lot cheaper to outsource your call centre needs overseas, but cheaper certainly does not mean better. We are living in a fast paced world, where people are constantly on the move. They want quick, effective answers to their questions and certainly do not want to be stuck in a telephone queue, only to be greeted by an operator with a limited English vocabulary who cannot answer your query if you go off script. It does not take a genius to work out why Brits are catching telecom rage."
According to Ofcom’s latest complaints data, reviewing telecoms providers with a market share of 4 per cent or more, Talk Talk receives the greatest number of complaints, mainly about billing and customer support. Virgin, who has both Indian and UK based technical support, receives the fewest complaints.
Posted by Veronica Silva Cusi, news correspondent
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Published: Thursday, March 22, 2012