Brits speak to call centres more often than family
Published On 31 January 2007
One in seven (6.6 million) Brits now find that they are talking to people in call centres more often than family members, research has shown.The research, which was carried out by insurance company More Than, also found that two thirds of Brits are irritated at the amount of time they spend talking to call centres.
Over half (55 per cent) said they were frustrated at having to explain their situation repeatedly to numerous call centre staff, and four in ten said their biggest gripe was call centres that failed to call them back.
Mo Shapiro, a communications psychologist, said: "Call centres are more than ever part of everyday UK life. Despite many people speaking to them more often than their loved ones, they can get quite frustrated with the whole experience."
She added: "They are ready for a fight before they begin and irritations can build up when they spend a long time giving identical information to a number of different people."
The research marks the launch of a new 'call centre experience' from More Than, in which customers are given contact details for their own Personal Customer Manager (PCM) at the call centre.
It is hoped that the new method will help personalise call centres. The scheme has been trialled among 60,000 so far.
