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

TNT UK Turns to NewVoiceMedia's ContactWorld to Spur Customer Experience

Cloud contact center systems is a technology that's been gaining ground for some time now thanks to its ability to offer special tools to contact centers, and allow for fairly easy expansions as needed. [ Read More ]
12/22/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Avaya and WebRTC

The Contact Center Solutions Community this week had a case of the pre-holiday need to spend a little time going shopping, literally and figuratively. However, the pre-holiday season by no means meant a lack of some seriously interesting news from the industry. [ Read More ]
12/20/2014

Interactive Intelligence Celebrates 20th Anniversary

For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN. [ Read More ]
12/19/2014

Spoken Communications to Power Avaya Hybrid Cloud Solution for Contact Centers

Avaya adds hybrid option for contact center transformation powered by Spoken Communications. [ Read More ]
12/19/2014
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!