Contact Center Solutions Featured Article

UK Customer Service Has Bypassed 'Dismal,' Gone Straight to 'Horrendous'

August 01, 2013

If you’re regularly frustrated by poor customer service, you can feel a little better by knowing you’re not in the U.K., where customer complaints about poor contact center service are currently sky-high.

According to a recent benchmarking report of U.K. customer service released by Aspect (News - Alert), less than half of Britons (47 percent) have had a good experience when dealing with customer service departments in the U.K. About one-third of respondents (32 percent) reported having had a bad customer experience within the previous year, and the average number of bad contact center experiences was two, according to the U.K. call center website CallCentreHelper.

This is bad news for companies operating in the U.K. – fewer customers are remaining silent about their poor experiences. More than two-thirds (67 percent) of disgruntled consumers reported that they filed a formal complaint with a company in the last 12 months. One in five angry customers took to social media to broadcast their displeasure.


Image via Shutterstock 

To add insult to injury, of those that filed complaints, 63 percent said that their complaint was either never resolved or handled in an unsatisfactory way. Given that 30 percent of customers reported that they would switch to a competitor after just one bad experience with a company, one has to wonder what U.K. companies are thinking. Do they want to keep their customers?

The largest complaints U.K. consumers have about contact centers is a lack of “friendly and approachable staff.” The second most common complaint is that companies are failing to live up to their promises to customers.

“With a U.K. population of 62 million people over the age of 16, there are nine million people that have made an unresolved complaint to a company in the last year,” Mark King, Senior VP Europe and Africa at Aspect. “That’s an alarming 14.5 percent of the U.K. population that is extremely unhappy with the way that their providers have treated them. This is more than a wake-up call for organizations to do something about it.”

Given that the most common complaint is the lack of friendly and helpful staff at contact centers, it would appear that U.K.-based call centers would be in desperate need of some better recruiting and training procedures.




Edited by Alisen Downey

Article comments powered by Disqus

Related Contact Center Solutions Articles

Omni-Channel Success: It's All About the Data, and the Process

Research has shown that providing detailed product information helps customers make buying decisions more quickly, and retailers and brands are making efforts to capitalize on that. Whereas a few years ago, product listings may have included price, one or two photos and a basic product description, today's product information includes detailed, keyword-rich descriptions for SEO, additional photo views, videos, product comparisons, "people who bought this also bought" recommendations, warranty in… [ Read More ]
09/16/2014

Call Centers in Philippines Concerned with Talent Pool and Attrition

A recent study concerning call centers in the Philippines suggests that companies in the region fear that their talent pool is drying up and that employee retention continues to be a large problem in the industry. [ Read More ]
09/16/2014

The Patient Engagement Revolution: The Role of the Contact Center in the Middle East Healthcare Industry

Healthcare providers in the Middle East and Africa will spend $2.8 billion on IT products and services in 2014 - an increase of 2.8 percent over 2013, according to the latest estimates from Gartner. With spending expected to be concentrated on areas like building patient databases, mobile health, and preventive and diagnostic healthcare technologies, there is a dire need for healthcare providers to invest in patient engagement technologies. [ Read More ]
09/16/2014

The Waiting is the Hardest Part, But That May Change for Metropolitan Utilities District

Like the song says, the waiting is the hardest part, at least that seems to be the case at Omaha's Metropolitan Utilities District's (MUD) contact center. But the hardest part may be on the way out as the contact center looks to ramp up its level of service with a particular eye on shortening wait times for users to get access to service. [ Read More ]
09/16/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!