- The most common reason for calling a contact centre was to complain or resolve a problem
- Being made to wait before your call is answered, and the agent not being from the UK are the two biggest complaints.
- 66 per cent said that on average they had to wait over five minutes before getting through to a live agent.
Caller: "Does your European Breakdown Policy cover me when I am travelling in Australia ?"
Operator: " Doesn't the product name give you a clue?" Directory Enquiries
Caller: "I'd like the number of the Argoed Fish Bar in Cardiff please".
Operator: "I'm sorry, there's no listing. Is the spelling correct?"
Caller: "Well, it used to be called the Bargoed Fish Bar but the 'B' fell off".
Tech Support: "Did you get a pop-up menu?".
Tech Support: "OK. Right-Click again. Do you see a pop-up menu?"
Tech Support: "OK, sir. Can you tell me what you have done up until this point?".
Customer: "Sure. You told me to write 'click' and I wrote 'click'".