Brits just don't like call centre full stop ?C regardless of whether they are in Britain or abroad
swiftcover.com responds to Alliance & Leicester research citing 8 out of 10 don't want their financial products serviced overseas.
Andrew Blowers, Chief Executive of swiftcover.com comments: 'It is no surprise to see the research from Alliance & Leicester shows that 8 out of 10 Brits don't want their financial products serviced overseas in a call centre. But, the much bigger picture is that Brits just don't want to deal with call centres full stopregardless as whether they are in Bolton or Bangalore.
'Call centres are the dinosaurs of modern sales channels, with long winded messages, call answering options and automated dialling. They've truly failed to answer customers' demands for a faster, more efficient and cost effective way to make their financial transactions. The internet offers the only clear solution to this problem'
Research undertaken by ICM* and commissioned by swiftcover.com reveals:
?A staggering two thirds (65%) of Brits have regularly hung up rather than wait any longer because call centre service is so slow!
?More than four in five (81%) cite time spent on the phone to call centres as their worst and most frustrating form of domestic drudgery**
?Four in five (80%) consumers feel stressed and frustrated by the task of getting through to an operator at a call centre
?Almost two thirds (62%) are unable to understand what the call operators are saying
?More than half (54%) of consumers are confused by endless automated voice options.
?Nearly two thirds (57%) loathe using call centres to make an enquiry
?Almost four out of five (79%) hate being held in a queue
?Over three quarters (76%) think automated voice systems are annoying
?Almost two thirds (62%) firmly believe that operators are unable to help because they're reading off a screen or a script. And the same number (62%) are put off by operators that try to sell them something they don't really want.
The study goes on to reveal a growing switch among UK consumers to online product and service providers. When questioned about insurance:
Author: Swiftcover.com
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Article Source: Swiftcover.com Car Insurance Services.
This article can be searched using: customer service tips, good customer service, customer self service, customer support systems
