Telecoms Frustrations aggravated by Foreign Call Centres

A freshly conducted research claims that the most frustrating thing regarding calling the customer service lines was getting through to a foreign call centre. The poll was carried out by YouGov for the broadband provider for Hull, Kingstone Communications (KC).

The study stated that more than half of the participated respondents said that they found it highly disturbing when the staff of the call centres situated overseas could not understand the issue faced by the customers.

Furthermore, the requirement to automated response navigation with twenty two per cent and the inability to give an answer outside of a script was found to be the most frustrating to twelve per cent.

Kingstone Communications’ consumer service director, Nick Thomson said that it was crucial that the customers came before profit, as all business firms were under prssure to slash costs. He added that this survey suggested that outsourcing call centres to overseas companies could be a step too far.

Meanwhile, the research also revealed that almost one third of the respondents hardly or never had their issues resolved on the first call attempt.

A broadband expert commented on the problem that if a customer felt that he was not being provided with the kind of service needed from the provider, it might be time to consider switching ISPs.