archive News

We have an extensive news archive going back to May 2005 simply search by month

 

 

supplier directory

An extensive supplier database covering the contact centre industry.

 

Articles

Please submit your articles for the consideration of the Editor please email

 

case studies

Please submit your case studies for the consideration please email

 

company information

Search on Companies - What they did, their news & published articles.

 

Overseas Banking contact centres still the UK's biggest bugbear

The UK's dislike of overseas banking contact centres have been confirmed by a recently published report by Market research company Mintel.

The report highlights that customers are getting increasingly frustrated at,

* Being answered by an automated  answer machine

* Language or accent difficulties which was the bugbear of 53% of the respondents

* Being sold additional products or services which 'hacked off' 29% of respondents.

The conclusion? Most irate customers did not complain preferring to switch banks instead.

Toby Clark, Head of Finance at consumer analysts Mintel. commented, “Financial institutions should not underestimate the effect of a human voice, which can go a long way to soothe customer relations,”

“Automated telephone systems are high on the list of frustrating experiences. Britons are also strongly opposed to overseas call centres.

“It’s not just language problems. Many believe that overseas workers don’t have a good enough grasp of the UK’s financial system and struggle with unconventional requests.”

21st July 2010
July 2010 - Overseas Banking contact centres still the UK's biggest bugbear