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Telephone identified as the most annoying customer service channel

Posted 23-09-2011 in Latest industry news

Despite being the most established customer service channel, consumers found the telephone three times more annoying than email. 10 per cent of those polled say the problem is so bad they are willing to pay a fee for an improved level of service.

The retail sector was found superior to industries such as banking and utilities at addressing common gripes such as poor automated responses, long call queues, and premium rate numbers.

“Customer service is an area where businesses, in a competitive marketplace, can really stand out and differentiate themselves. This research shows that while many are still lagging behind, there is a growing number of savvy companies that, instead of viewing customer service as a cost centre, see it as a way for them to excel and increase brand loyalty,” says BT director of customer services Warren Buckley.