NEWS2 October 2014
UK — Customer service satisfaction across UK call centres has fallen from 62% to 50% over the last 18 months, according to new research.
Long waiting times and “shuffling between departments” have led to the UK public becoming more frustrated with the sector, according to research from Bright UK, a consultancy for call centres.
The study surveyed 2 million call centre customers across all sectors of the economy, including banking and insurance, telecoms, retail, energy and travel and leisure between Spring 2012 and Autumn 2013.
To improve standards, a new customer service standard – the Gold Standard – has been launched this week in London, supported by the Call Centre Management Association (CCMA). The standard is intended to help companies improve customer service, operational performance and staff engagement by benchmarking their service levels against best practice.