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

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
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!