Customer experience software provider Awaken Intelligence has carried out a survey of 750 contact centre customers in the UK regarding their experience with contact centres during the ongoing COVID-19 pandemic.
Buffeted by twin issues of changing working dynamics and increased demand, in general the picture was quite negative. According to the study, the top reasons for call centre irritation were numerous, including not being able to speak to a real person, high average wait time for the call, agents taking too long to resolve queries and not having the right knowledge and advice, as well as agents using scripts.
Also aggravating was being transferred between departments, calls not being resolved, language barriers, having to repeat calls for the same, unresolved issues and not receiving a response on live chat/social media.
The Worst Industries for Customer Service
Those surveyed also ranked the industries deemed to have the worst customer service, alighting on: