Only 4% of UK customers have had a positive call centre experience, YouGov surveys have shown. Over a third of customers get so annoyed and frustrated that they have resorted to shouting and swearing.
OneCompare.com an online mobile phone comparison website conducted a survey in 2005/2006 which revealed that 39% of customers were dissatisfied or unhappy with the level of service provided by their mobile networks customer service help lines. It also revealed the shocking statistic that 35% of basic questions were answered incorrectly by call centre staff. Lets hope that 2007-2008's surveys findings are more positive!
Due to the amount of inaccuracies that can be made whilst taking to call centre staff, EasyCallRecording has been developed to allow customers to record their important telephone conversations. The system allows customers to call a special number before making their important call to their bank, loan company or network, the call is then recorded and held online, available to be forwarded to the relevant institution if ever nessesary.
You can use EasyCallRecording on a pay as you go or monthly basis. The recordings will be completely legal and hold up in court as long as the caller notifies the person on the phone that they were recording their call.
This will hopefully be the ending to rude customer service staff and also stop misleading sales and information. Companies should ensure that their customer service staff are correctly trained for their job role and have all the relevant information to hand that they may need. This would help when taking customers calls to be helpful and give correct information.
