Research Slams UK Call Centre Performance

06 August 2003

The performance of Britain’s call centres leaves much to be desired, according to a survey of 2,000 consumers by Mintel.

Just 5% of respondents have never encountered problems when phoning a call centre, whereas 60% admitted to frustration at being held in queues.

Scott Watson, performance director at call centre advisor Summit Consulting & Training, believes such dissatisfaction reflects a host of problems, including “poor quality management, inferior computer systems and the repetitive tasks that agents need to undertake.”

Watson believes an improvement in performance at UK operators is necessary to combat the threat of cheap competitors such as those from India.

Data sourced from: BrandRepublic (UK); additional content by WARC staff