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65 Percent of Brits Have Been Rude to a Call Center Agent at Least Once

3rd Party Remote Call Monitoring Feature

September 12, 2013

65 Percent of Brits Have Been Rude to a Call Center Agent at Least Once

By Calvin Azuri, TMCnet Contributor

Aspect (News - Alert) Software recently released a new report which reveals that 65 percent of Brits have been rude on the phone at least once when interacting with a call center. The report also revealed that those under 35 hailing from the North of Scotland were most likely to be among the most patient people within the UK when it came to customer service interactions.


In a statement, Sarah Pallett, head of marketing in Europe & Africa at Aspect, said, “What’s interesting here is that while the further north you go within the UK, the less likely it is that people are losing their temper with poor call center processes, but they’re also less interested in whiling time away chatting small talk with the person trying to help them. Perhaps it suggests those in London are more emotional when it comes to engaging with their favorite brands, are more likely to get frustrated when their query is going unresolved, or they’re kept on hold for longer periods of time, but also love the personal touch of a one-on-one conversation that isn’t necessarily about the issue in question.”

The study, which included information gathered from 1,000 UK consumers over the age of 16, found that people from North of Scotland and the Highlands were among the most patient people in England, Scotland, Wales and Northern Ireland. However, 73 percent of people living in South East and London were found to be the most rude when interacting with customer service representatives. The study also found that those between 45 and 54 years old, as well as people 55 and over, were more than 10 per cent more likely to hang up the phone compared to younger consumers. 

Consumers from North Scotland and the Highlands, however, were found to be less enthusiastic about chatting with call center staff; only 17 per cent said that this helped in improving their experience. However, 51 percent of consumers across London said that general conversations with call center staff led to a more improved and holistic experience.




Edited by Blaise McNamee
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