You are here: Home - Household Bills - News -

Phone companies’ call centres are ‘the worst by far’

Written by:

Call centres operated by phone companies and Internet providers are the least likely to generate customer satisfaction, according to a survey of 403 call centres in 42 countries undertaken by technology firm Dimension Data.

The waiting times for an answer are generally the longest at 65 seconds and, when a customer does get through, the ‘welcome’ message is also the longest at an average 35 seconds.

The net result of these waiting times is that 20% of callers hang up before they talk to anyone at the firm.

Dimension Data said satisfaction with call centres was down from 82% in 2006 to 68.3% this year. The report’s editor, Cara Diemont, said: “While many companies are looking to automate their call centres, they must grasp that a poorly defined or executed process will not improve the situation.”

Mobile phone user Rachel Jackson said: “I had some problems with my phone and called the number that they optimistically called a ‘helpline’. It was awful and after three minutes I gave up trying to get through.

“For me, phone companies have the worst call centres by far.”

Martin Dove, of Dimension Data’s call centre consultancy Merchants Europe, said: “Poor quality customer service has dogged this sector in recent years.”


Related Posts


Tag Box




Financial fitness

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

Are you a first-time buyer looking for a mortgage?

Look no further, get the help you need by searching for your perfect mortgage

Five ways to get on the property ladder without the Bank of Mum and Dad

A report suggests the Bank of Mum and Dad is running low on funds. Fortunately, there are other options for st...

The essential Your Money guide to the April 2018 tax changes

As we head into the 2018/19 tax year, a number of key changes take place to existing policies while some new i...

A guide to switching energy provider

All you need to know about switching from one energy supplier to another.

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co... Awards 2018

Now in their 21st year, our awards recognise the companies offering the best products and services to consumers

Money Tips of the Week

Read previous post:
The old keep getting richer as the young get poorer

Older people have become three times richer in the past 10 years as property prices have soared by 205%, while young...